AVIL0003 — Manage a check-in queue
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What an assessment for AVIL0003 must cover
44 assessable components: 4 elements (14 performance criteria), 19 performance evidence and 11 knowledge evidence requirements. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Organise queue
- 1.1Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
- 1.2Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
- 1.3Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
2 Comb queue for passengers requiring urgent or express service
- 2.1Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
- 2.2Passengers identified as having priority need for check-in are moved to head of the queue
- 2.3Passengers without baggage are directed to proceed to express check-in or gate customer service desk
- 2.4Appropriate explanations are provided to other passengers in queue about reasons for priority service
3 Provide information and assistance to passengers in queue
- 3.1Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures
- 3.2Information is provided to individual passengers on matters relevant to their check-in
- 3.3Passengers are provided appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communications systems in accordance with workplace procedures
- 3.4Passengers who require specific assistance are identified and assisted as required in accordance with workplace procedures
4 Respond to queries from queue members
- 4.1Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards
- 4.2Appropriate responses are given to passenger enquiries in accordance with workplace procedures
- 4.3Passenger queries requiring detailed knowledge or additional information are referred to an appropriate supervisor or other staff for appropriate action
Performance evidence
- adapting to differences in equipment and operating environment in accordance with standard operating procedures (SOPs)
- applying precautions and required action to minimise, control or eliminate identified hazards
- applying relevant legislation and workplace procedures
- communicating effectively with others
- completing relevant documentation
- identifying and correctly using relevant equipment
- implementing contingency plans
- implementing work health and safety (WHS) procedures and relevant regulations
- modifying activities depending on workplace contingencies, situations and environments
- monitoring and anticipating operational problems and hazards and taking appropriate action
- monitoring work activities in terms of planned schedule
- operating electronic communications equipment to required protocol
- reading, interpreting and following relevant regulations, instructions, procedures, information and signs
- reporting and/or rectifying problems, faults or malfunctions promptly in accordance with workplace procedures
- responding appropriately to cultural differences in the workplace
- selecting and using required personal protective equipment (PPE) conforming to industry and WHS standards
- using queuing resources, including: • fixed barriers • portable barriers • public address systems • queuing carpets • signs • two-way radios and mobile phones
- working collaboratively with others
- working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.
Knowledge evidence
- airline standards and procedures for managing a check-in queue
- baggage check-in limits and requirements
- passenger identification requirements
- principles of customer service
- problems that may occur when communicating with passengers during check-in procedures and appropriate action that should be taken in each case
- relevant equal opportunity and anti-discrimination regulations
- relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for passenger handling and check-in procedures
- relevant WHS procedures and regulations
- resources and equipment used during queue management, including: • fixed barriers • portable barriers • public address systems • queuing carpets • signs • two-way radios and mobile phones
- risks that exist when communicating with passengers during check-in procedures and related risk control procedures and precautions
- workplace procedures for providing appropriate assistance and advice to passengers awaiting check-in for an aircraft flight.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing AVIL0003
What does an assessment tool for AVIL0003 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AVIL0003 needs to address all 44 unit components: 4 elements with 14 performance criteria, 19 performance evidence requirements, 11 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 AVIL0003?
Auditori pulls the current release of AVIL0003 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 AVIL0003 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing AVIL0003 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 AVIL0003, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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