Fiji airways customer service :: check-in desk inspection
Ground operations compliance & assurances
What does this form include?
This form contains 1 sections:
Is there any signage on the desk?
- Is there any signage on the desk?
- Does the signage reflect the Fiji Airways Branding?
- Are queues managed effectively using proper tensa-barriers where applicable?
- IS the service desk manned at all times whilst check-in is open for FJ flights?
- Are the queue times managed effectively during check-in?- Economy Class: max 20 mn- Business Class: max 7 mn
- Are all ground agents wearing the Fiji Airways uniform in accordance with Fiji Airways defined uniform standards?
- Are the ground agents smiling, using eye contact and acknowledging each customer?
- For FJ flights, are the agents vigilant in dealing with sales in accordance to Fiji Airways requirements?
- Are customers being made aware of all relevant Fiji Airways policies with regards to passports / ID / Visa requirements?
- Are agents weighing ALL the cabin bags to assess that is within the allowable weight (7kg)?
- Are agents using the gauge to inspect the size of all cabin bags?
- Are MCO's being issued at the check-in counter for excess collected as a consequence of a cabin bag being non-compliant?
- Are the HB gauges visible at the beginning of the queue and an agent is measuring ALL bags?
- Are ground agents making customers aware of the recommended minimum time between flights?
- Are ground agents knowledgeable about the Fiji Airways product?
- Do ground agents re-confirm details to customers at the end of serving customers?
- Are there internal controls in place to manage cash sales and the handling of cash?
- Are all accountable documents & forms being completed correctly (where appropriate)?
- Do all ground agents complete satisfactorily the "Welcome at Check-In" procedures (4=basic steps)
- Do the ground agents / FJ Rep know our ERP for reporting a major incident / accident?
Use this template