QUALIFICATION PACK – OCCUPATIONAL STANDARDS FOR

AEROSPACE & AVIATION INDUSTRY

OS
describe what Contents
1 Introduction and Contacts…..……..…………P.1
individuals need to do, 2 Qualifications Pack………………………………..P.2
know and understand in 3 Glossary of Key Terms …………………….......P.3
order to carry out a 4 OS Units………………..……………………..…......P.4
particular job SECTOR: 5 Annexure: Nomenclature for QP &
NOS………………………………………………………P.39
6 Assessment Criteria……………………………...P.41
 OS describe what
individuals need
to do, know and
understand in
order to carry out
Introduction
a particular job
role or function
Qualifications Pack – Airline Customer Service
 OS are Executive
performance OCCUPATION: Customer Service
standards that
individuals must SECTOR: AEROSPACE AND AVIATION
achieve when
carrying out SUB-SECTOR: Airline
functions in the
OCCUPATION: Customer Service
workplace,
together with REFERENCE ID: AAS/Q0301
specifications of
the underpinning ALIGNED TO: NCO-2015/ 3429.10
knowledge and
understanding Brief Job Description: Airline Customer Service Executive, is responsible for the
administrative and customer service functions. Customer service executives are
responsible for meeting the needs and safety requirements of passengers and
Aerospace and Aviation airport personnel. They assist customers before and after a flight. Customer
Sector Skills Council
service executives also provide support to other airport personnel, including
(AASSC) TTI, HAL
Suranjandas Road, pilots and engineers.
Vimanapura
Bangalore- 560017 Personal Attributes: An Airline Customer Service Executive’s attributes would
Karnataka include good communication skills, good inter-personal skills and customer
INDIA
e-mail: contact@aassc.in centricity.
 role or function
AEROSPACE AND AVIATION

SUB-SECTOR: Airline
 Qualifications Pack For Airline Customer Service Executive

Qualifications Pack Code AAS/Q0301

Job Role Airline Customer Service Executive

Job Details

Credits (NSQF) TBD Version number 1.0

Sector Aviation & Aerospace Drafted on 05/09/2016
Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer Service Next review date 20/02/2020

NSQC Clearance On NA

Job Role Airline Customer Service Executive

Role Description Airline Customer Service Executive assists customers before
and after a flight. Customer service executives also provide
support to other airport personnel, including pilots and
engineers.

NSQF 4
Minimum Educational
Qualifications Class XII
Maximum Educational Not applicable
Qualifications
Training
Aviation Security ( Bureau of Civil Aviation Security)
(Suggested)
Minimum Job Entry Age 18 years
Experience Not Applicable
Compulsory:
1. AAS/N0502 Follow safety and security procedures
2. AAS/N0301 Passenger check-in
3. AAS/N0303 Passenger Boarding
4. AAS/N0302 Manage lounge services
Applicable National Occupational 5. AAS/N0304 Manage passenger complaint at
Standards (NOS) airport
6. AAS/N0501 Take action to deal with incidents,
accidents and emergencies in the aviation security
environment
7. AAS/N0503 Work Effectively in a Team
Optional:
Not Applicable

Performance Criteria As described in the relevant OS units

2
 Qualifications Pack For Airline Customer Service Executive

Keywords /Terms Description

Sector is a conglomeration of different business operations having similar
Sector
Definitions

businesses and interests. It may also be defined as a distinct subset of the

economy whose components share similar characteristics and interests.
Sub-sector is derived from a further breakdown based on the
Sub-sector
characteristics and interests of its components.
Occupation is a set of job roles, which perform similar/related set of
Occupation
functions in an industry.
Function is an activity necessary for achieving the key purpose of the
sector, occupation, or area of work, which can be carried out by a person
Function
or a group of persons. Functions are identified through functional
analysis and form the basis of OS.
Job role defines a unique set of functions that together form a unique
Job Role
employment opportunity in an organisation.
OS specify the standards of performance an individual must achieve
when carrying out a function in the workplace, together with the
OS knowledge and understanding they need to meet that standard
consistently. Occupational Standards are applicable both in the Indian
and global contexts.
Performance Criteria are statements that together specify the standard
Performance Criteria
of performance required when carrying out a task.
NOS are Occupational Standards which apply uniquely in the Indian
NOS
context.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Qualifications Pack comprises the set of OS, together with the
Qualifications Pack educational, training and other criteria required to perform a job role. A
Qualifications Pack is assigned a unique qualification pack code.
Unit Code is a unique identifier for an Occupational Standard, which is
Unit Code
denoted by an ‘N’.
Unit Title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.
Description gives a short summary of the unit content. This would be
Description helpful to anyone searching on a database to verify that this is the
appropriate OS they are looking for.
Knowledge and Understanding are statements which together specify the
Knowledge and
technical, generic, professional and organisational specific knowledge that
Understanding
an individual needs in order to perform to the required standard.
Organisational Context includes the way the organisation is structured
Organisational Context and how it operates, including the extent of operative knowledge
managers have of their relevant areas of responsibility.
Technical Knowledge is the specific knowledge needed to accomplish
Technical Knowledge
specific designated responsibilities.

3
AAS/N0502 Follow safety and security procedures
--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about following safety and security procedures.
4
AAS/N0502 Follow safety and security procedures

Unit Code AAS/N0502

National Occupational Standard

Unit Title
(Task) Following safety and security procedures
Description This unit is about following of safety and security procedures as defined by
organisational policies and regulatory guidelines
This OS unit/task covers the following:
Scope  Comprehending the safety and security procedures for conduct of
operations
Performance Criteria (PC) w.r.t. the Scope
Element Performance Criteria
To be competent, the user/individual on the job must be able to:
Comprehending the
PC1. comply with the organisation’s safety and security po li cie s
safety and security
and procedures
procedures for
PC2. comply with the regulatory guidelines on safe conduct of operations
conduct of
and maintenance of conditions to thwart any acts of unlawful
operations
interference
PC3. report any identified breaches of safety, and security policies and
procedures to the designated person
PC4. coordinate with other resources at the workplace (within and
outside the organisation) to achieve safe and secure environment
PC5. identify and mitigate any safety and security hazards like illness,
accidents, fires or acts of unlawful interference if it falls within the
limits of individual’s authority
PC6. report any hazards outside the individual’s authority to the relevant
person in line with organisational procedures and regulatory
guidelines
PC7. follow organisation’s emergency procedures for accidents, fires or
acts of unlawful interference
PC8. identify and recommend opportunities for improving health, safety,
and security to the designated person
PC9. complete all health and safety records are updates and procedures
well defined

Knowledge and Understanding (K)

A. Organisational The user/individual on the job needs to know and understand:
Context
KA1. hazard identification and risk management as defined within the
(Knowledge of
organisational policy and procedures
the company /
KA2. regulatory requirements and organisation’s procedures for
organisation
maintenance of safety and security standards and individual’s role
and its
and responsibilities in relation to this
processes)
KA3. how and when to report hazards
KA4. the limits of responsibility for dealing with hazards

5
AAS/N0502 Follow safety and security procedures
KA5. the organisation’s emergency procedures for different emergency
situations and the importance of following these
KA6. importance of maintaining high standards of safety and security
KA7. implications that any non-compliance with safety and security may
have on individuals and the organization
B. Technical
The user/individual on the job needs to know and understand:
Knowledge
KB1. different types of breaches of safety and security and how and
when to report these
KB2. evacuation procedures for workers and passengers
KB3. how to summon medical assistance and the emergency services,
where necessary
KB4. how to use the health, safety and accident reporting procedures and
the importance of these
KB5. regulatory guidelines on dealing with safety and security
emergencies
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. complete accurately well written report in English language
detailing the situations of emergency with attention to detail
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. read instructions/guidelines/procedures/rules
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA3. listen to and orally communicate information with all concerned
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB1. make decisions on a suitable course of action or response if
permitted by the authority matrix
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB2. monitor efficient functioning of all activities
SB3. plan and organise work to achieve targets and deadlines
Customer Centricity

The user/individual on the job needs to know and understand how to:
SB4. communicate with passengers and other stake holders in a
courteous manner
SB5. maintain cordial work relationship

6
AAS/N0502 Follow safety and security procedures
Problem Solving
The user/individual on the job needs to know and understand how to:
SB6. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB7. identify and correct errors
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB8. analyse best possible solutions (cost, time, effort, etc.) suited for
operations
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. concentrate on task at hand and complete it without errors
SB10. apply balanced judgments to different situations

7
AAS/N0502 Follow safety and security procedures

NOS Version Control

NOS Code AAS/N0502

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 13/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer Service Next review date 20/02/2020

Back to QP

8
AAS/N0301 Passenger Check-In
--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about receiving passengers and performing check in process for bonafide
passengers, receive and accept baggage of passengers.

9
AAS/N0301 Passenger Check-In

Unit Code AAS/N0301

National Occupational Standard

Unit
Title Passenger Check-In
(Task)
Description This unit is about receiving passengers at check in counters and accepting
bonafide passengers by performing check in process for the passengers and
their baggage.
This OS unit/task covers the following:
Scope  Identify bonafide passenger
 Check in and issue boarding pass to bonafide passenger along with
baggage processing

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria
Identify To be competent, the user/individual on the job must be able to:
bonafide PC1. receive passengers in a courteous manner at the check in counter
passenger PC2. identify the bonafide passengers with their passenger name record
(PNR) in accordance with the airline procedure and an acceptable
identification document as per regulatory requirements
PC3. take appropriate action to deal with passengers who are unfit or
incapable of air travel as per organisation and or regulatory
guidelines

Check in and To be competent, the user/individual on the job must be able to:
issue boarding PC4. “check-In” the passenger in the departure control system as per
pass to bonafide organisation procedures
passengers along PC5. allocate seat, services and facilities to bonafide passengers
with baggage according to their requests and their eligibility
processing PC6. “check-In” the bag(s) of the passenger, if any, while ensuring that
the bag(s) are within prescribed limits
PC7. enter the details of the bag(s) into the departure control system
and print the baggage tag(s)
PC8. tag the bag(s) appropriately.
PC9. ensure that the copy of the baggage tag(s) is affixed on the
boarding card of the passenger
PC10. deal with any observed discrepancies in line with policies and
procedures of the organisation
PC11. provide boarding pass to passenger(s)
PC12. handover all the documents to the passenger and brief the
passenger on the details of the departing flight
PC13. escalate any safety or security concerns about passengers

10
AAS/N0301 Passenger Check-In
Knowledge and Understanding (K)
A. Organisational The user/individual on the job needs to know and understand:
Context KA1. organisation policies on passenger acceptance and conditions of
(Knowledge of carriage
the company / KA2. organisation policies on range of services that a bonafide passenger
organisation can avail based on their travel status
and its KA3. escalation process
processes)
B. Technical
The user/individual on the job needs to know and understand:
Knowledge KB1. procedures for dealing with documentary discrepancies including
invalid tickets, lost tickets, incorrect tickets, visa discrepancies and
passport discrepancies
KB2. procedure for domestic and international travel
KB3. security procedures
KB4. customs and immigration information in relation to airline
destinations and necessary documents for example, tickets, visas,
passports and boarding documents
KB5. usage of reservation/departure control systems

Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. fill any forms related to documentation
SA2. prepare required reports for management as required
Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. interpret details of the visas, relevant documents, passport, etc.
SA4. verify passenger documents
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA5. communicate clearly with supervisors and peers
SA6. communicate with passengers
SA7. regularly communicate with all peers in the chain of activities to
ensure activities are running smoothly
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB1. check compliance for escalation
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB2. monitor efficient functioning of all activities
SB3. prioritise and execute tasks in within the scheduled time limits

11
AAS/N0301 Passenger Check-In
Customer Centricity

The user/individual on the job needs to know and understand how to:
SB4. communicate with customers in a courteous manner
SB5. maintain effective customer relationship
Problem Solving

The user/individual on the job needs to know and understand how to:
SB6. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB7. identify and correct errors
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB8. identify and solve basic issues with documents and systems
during check in
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. concentrate on task at hand and complete it without errors

12
AAS/N0301 Passenger Check-In

NOS Version Control

NOS Code AAS/N0301

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 05/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer service Next review date 20/02/2020

Back to QP

13
AAS/N0303 Passenger boarding
--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about the processes towards ensuring only bonafide passengers board the
aircraft.

14
AAS/N0303 Passenger boarding

Unit Code AAS/N0303

National Occupational Standard

Unit Title
(Task) Passenger boarding
Description This unit is about ensuring that bonafide passengers are allowed to board
the aircraft.

This OS unit/task covers the following:

Scope  Announce boarding as per the airline’s policies and procedures
 Operate the boarding gate effectively

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria
Announce boarding To be competent, the user/individual on the job must be able to:
as per airline’s PC1. gather the information of flight and the departure gate
policies and PC2. announce boarding of the flight in clear and concise manner as per
procedures boarding sequence
PC3. ensure that the boarding announcements are as per defined
organisation procedures
Operate the To be competent, the user/individual on the job must be able to:
boarding gate PC4. deal with passengers in a courteous manner at all times
effectively PC5. ask for the boarding pass at the boarding gate
PC6. scan and cross verify the boarding pass
PC7. inspect the boarding pass for airport security stamp
PC8. assign a porter/helper to special needs passenger, if required
PC9. direct the passengers to the aircraft through the aerobridge or
coach
PC10. reconcile the passenger headcount and escalate any deficiency
through the appropriate channel
Knowledge and Understanding (K)
A. Organisational The user/individual on the job needs to know and understand:
Context KA1. organisation policies and procedures for boarding process
(Knowledge of KA2. escalation process
the company /
organisation
and its
processes)

B.

15
AAS/N0303 Passenger boarding
B. Technical
The user/individual on the job needs to know and understand:
Knowledge KB3. types of special handling requirements
KB4. use of computer systems especially reservations and check-in
systems
KB5. how to deal with passengers who are unfit or incapable of air travel
KB6. how to report security concerns
KB7. airline and airport codes
KB8. how to detect frauds in passport and visa
KB9. local procedures for transferring passengers
KB10. national and international immigration requirements
KB11. national regulatory requirements defining a bonafide passenger
KB12. international regulations of various countries defining a bonafide
Passenger
KB13. service recovery procedures

Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. fill any forms related to documentation
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. interpret details of the boarding pass and other relevant documents
SA3. read and understand the instructions and conditions during any
customer interaction
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA4. communicate clearly with supervisors and peers
SA5. regularly communicate with all employees in the chain of activities
to ensure activities are running smoothly
SA6. share best practices with peers and subordinates
SA7. communicate in a courteous manner with the passengers
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB1. ability to make a judgment on customs and other regulatory
requirement for the required situation
SB2. decide for any last minute change/accommodation
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB3. monitor efficient functioning of all activities
SB4. prioritise and execute tasks in within the scheduled time limits
Customer Centricity
The user/individual on the job needs to know and understand how to:
SB5. communicate with passengers in a courteous manner
SB6. maintain effective customer relationship

16
AAS/N0303 Passenger boarding
Problem Solving

The user/individual on the job needs to know and understand how to:
SB7. identify trends/common causes for errors and suggest possible
solutions to the supervisor/management
SB8. identify and correct errors
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB9. analyse on best possible solutions (cost, time, effort, etc.) suited for
customer requirement
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB10. concentrate on task at hand and complete it without errors

17
AAS/N0303 Passenger boarding

NOS Version Control

NOS Code AAS/N0303

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 05/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer Service Next review date 20/02/2020

Back to QP

18
AAS/N0302 Manage lounge services
-------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about greetings and maintaining the comfort of passengers who are entitled to use the
executive lounge.
19
AAS/N0302 Manage lounge services

Unit Code AAS/N0302

National Occupational Standard

Unit Title
(Task) Manage lounge services
Description This unit is about greetings and maintaining the comfort of passengers who
are entitled to use the executive lounge.

This OS unit/task covers the following:

Scope  Maintain access to lounge
 Maintain high customer service standards in the lounge
Performance Criteria (PC) w.r.t. the Scope
Element Performance Criteria
Maintain access to To be competent, the user/individual on the job must be able to:
lounge PC1. receive and greet the passengers at the lounge service desk
PC2. verify the eligibility of the passenger to access the lounge
services based on organisation policies
PC3. ensure to record all the details of the passenger at the lounge
service desk
PC4. keep the passenger informed about the boarding gate for the flight
and the boarding time

Maintain high To be competent, the user/individual on the job must be able to:
customer service PC5. provide passengers with newspapers, food and drink, when
standards in the requested
lounge PC6. operate equipment in the executive lounge
PC7. resolve queries from passengers in a courteous and friendly manner
PC8. dress appropriately at all times
PC9. maintain high levels of hygiene
PC10. make announcements at appropriate times to make sure that
passengers board their flights in a timely manner
PC11. deal effectively and politely with passengers during flight delays

Knowledge and Understanding (K)

A. Organisational The user/individual on the job needs to know and understand:
Context KA1. policies of the organisation defining the qualification of a bonafide
(Knowledge of passenger to use lounge services
the company / KA2. procedures for dealing with passengers departing/arriving on
organisation domestic or international
and its KA3. escalation process
processes) KA4. expected standards of dress and personal hygiene

20
AAS/N0302 Manage lounge services
B. Technical
The user/individual on the job needs to know and understand:
Knowledge KB1. type of documents and cards used by passengers
KB2. types of special needs and the help that people with special needs
may need
KB3. use of computer systems especially reservations and check-in
systems
KB4. how to deal with passengers who are unfit or incapable of air travel
KB5. how to report security concerns
KB6. airline and airport codes

Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. fill forms as required by the organisation
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. read and understand various documents related to passenger
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA3. communicate clearly passengers
SA4. share best practices with peers and subordinates
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB5. take appropriate decisions within the framework of policies defined
by the organisation
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB6. concentrate on task at hand and complete it without errors
Customer Centricity

The user/individual on the job needs to know and understand how to:
SB7. communicate with passengers in a courteous and friendly manner
Problem Solving

The user/individual on the job needs to know and understand how to:
SB8. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB9. identify and correct errors

21
AAS/N0302 Manage lounge services
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB10. ability to identify and resolve issues

Critical Thinking
The user/individual on the job needs to know and understand how to:
SB11. concentrate on task at hand and complete it without errors
SB12. apply balanced judgments to different situations

22
AAS/N0304 Manage passenger complaints at airport

NOS Version Control

NOS Code AAS/N0302

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 05/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer service Next review date 20/02/2020

Back to QP

23
AAS/N0304 Manage passenger complaints at airport

--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about dealing with passenger complaints at airport with regards to lost or
damaged baggage
24
AAS/N0304 Manage passenger complaints at airport

Unit Code AAS/N0304

National Occupational Standard

Unit Title
(Task) Manage passenger complaints at airport
Description This unit is about dealing with passenger complaints at airport with regards
to lost or damaged bags

This OS unit/task covers the following:

 Passenger complaints regarding delayed baggage
Scope
 Passenger complaints regarding pilferage or damage to their
bags

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria
Passenger To be competent, the user/individual on the job must be able to:
complaints PC1. deal with passengers in a courteous manner at all times
regarding delayed PC2. examine passengers' tickets and baggage tag identification to
baggage identify appropriate reference/sequence numbers
PC3. explain the lost baggage procedure to passengers in a clear and
concise manner
PC4. record the details of the bag(s) as per checklist defined by the
organisation
PC5. raise the complaint within the airline system(s) using
appropriate processes
PC6. communicate to the passenger his/her rights to claim compensation
and the process to receive compensation for delayed or lost bag(s)
as per organisation policies and regulatory guidelines
PC7. escalate the complaint based on the situation and the passenger’s
reaction

Passenger To be competent, the user/individual on the job must be able to:

complaints PC8. deal with passengers in a courteous manner at all times
regarding PC9. examine passengers' tickets and baggage tag identification to
pilferage or identify appropriate reference/sequence numbers
damage to their PC10. inspect bag(s) for alleged pilferage or damage and attempt to
bags verify the alleged claims by the passenger
PC11. explain the claims procedure to passengers in a clear and concise
manner
PC12. record the passenger complaint and details of the pilferage/damage
as per organisation procedures and regulatory guidelines
PC13. issue appropriate documents to passengers
PC14. process internal paperwork relating to damage in line with the
organisation procedures and raise the complaint within the
airline system(s) using appropriate processes

25
AAS/N0304 Manage passenger complaints at airport
PC15. communicate to the passenger his/her rights to claim the
compensation and the process to claim the compensation in line
with organisation policy and procedure

Knowledge and Understanding (K)

A. Organisational The user/individual on the job needs to know and understand:
Context KA1. procedures of recording passenger complaints regarding baggage
(Knowledge of short-landing or pilferage and or damage
the company / KA2. policy on compensation eligibility based on the complaint type
organisation KA3. procedure to escalate complaints
and its KA4. procedures for dealing with abusive or aggressive passengers
processes)
B. Technical
The user/individual on the job needs to know and understand:
Knowledge KB1. effective conflict resolution
KB2. methods to identify damage profile to bags

Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. fill required forms to record complaints
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. interpret details of the boarding pass and other relevant documents
SA3. read the international terminology and documents
SA4. read and understand the instructions and conditions during any
customer interactions
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA5. communicate clearly with supervisors and peers
SA6. regularly communicate with all employees in the chain of activities
to ensure activities are running smoothly
SA7. share best practices with peers and subordinates
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB1. ability to make a judgment on the temperament of passenger and
take decisions of escalation in order to manage the passenger
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB2. monitor efficient functioning of all activities
SB3. prioritize and execute tasks in within the scheduled time limits

26
AAS/N0304 Manage passenger complaints at airport
Customer Centricity
The user/individual on the job needs to know and understand how to:
SB4. communicate with customers courteously and in an empathetic
manner and share all relevant information
SB5. maintain effective customer relationship
Problem Solving

The user/individual on the job needs to know and understand how to:
SB6. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB7. identify and correct errors
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB8. identify and solve basic issues with claim documents
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. concentrate on task at hand and complete it without errors

27
AAS/N0304 Manage passenger complaints at airport

NOS Version Control

NOS Code AAS/N0304

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 05/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer service Next review date 20/02/2020

Back to QP

28
AAS/N0501 Take action to deal with incidents, accidents and emergencies
in the aviation security environment
--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about ensuring health and safety in work environment and dealing with incidents
and emergencies. Identifying hazards, assessing risks and limiting the danger to one’s self,
others and damage to property.
29
AAS/N0501 Take action to deal with incidents, accidents and emergencies
in the aviation security environment

Unit Code AAS/N0501

National Occupational Standard

Unit Title Take action to deal with incidents, accidents and emergencies in the
(Task) aviation security environment
Description This unit is about ensuring health and safety in work environment and
dealing with incidents and emergencies. Identifying hazards, assessing and
managing risks to limit the danger to one’s self and others and damage to
property
This OS unit/task covers the following:
Scope
 Take action to deal with incidents, accidents and emergencies

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria
Take action to deal To be competent, the user/individual on the job must be able to:
with incidents, PC1. comply with the probability and severity of emergency situations
accidents and PC2. take action to deal with emergencies, incidents or accidents in line
emergencies with its organisation’s procedures and regulatory guidelines
PC3. make sure the action planned does not increase the risk or threat to
oneself and others
PC4. consider the needs of others when taking action
PC5. keep all the relevant and appropriate person(s) informed on action
taken in line with organisation’s procedures
PC6. get help from the appropriate sources in situation that are outside
your own authority or ability
PC7. document all actions taken to mitigate risks/ emergencies in line
with organisation procedures and regulatory guidelines
Knowledge and Understanding (K)
A. Organisational The user/individual on the job needs to know and understand:
Context KA1. organisation’s procedures for dealing with and reporting
(knowledge of emergencies, incidents or accidents
the company /
organisation
and its
processes)
B. Technical
The user/individual on the job needs to know and understand:
Knowledge KB1. legal responsibilities when dealing with emergencies, incidents or
accidents
KB2. the possible emergencies, incidents or accidents an individual may
have to deal with or advise colleagues on how to deal with for
evacuation, passenger behaviour, illness or death, stolen property,

30
AAS/N0501 Take action to deal with incidents, accidents and emergencies
in the aviation security environment
suspect or unclaimed baggage, suspicious items, natural disasters,
fires and security alerts including terrorist threats
KB3. action that can be taken and the authority matrix
KB4. how to take actions to deal with emergencies, incidents or
accidents
KB5. how to reduce as far as possible any possible risks in typical travel
related emergencies, incidents or accidents
KB6. effect on customer service and goodwill in emergencies, incidents
or accidents
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/individual on the job needs to know and understand how to:
SA1. write in English language a brief and concise report on the
emergency and its handling
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. read and understand the organisation’s policies & procedures
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA3. communicate clearly with supervisors and peers
SA4. communicate with passengers in a courteous manner
SA5. regularly communicate with all employees in the chain of activities
to ensure activities are running smoothly
SA6. share best practices with peers and subordinates
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand how to:
SB1. initiate action to mitigate an emergent risk/ emergency situation
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB2. monitor efficient functioning of all activities
SB3. plan and organise work to achieve targets and deadlines
Customer Centricity

The user/individual on the job needs to know and understand how to:
SB4. communicate with passengers and other stakeholders in a
courteous manner
SB5. maintain cordial work relationship
Problem Solving

The user/individual on the job needs to know and understand how to:
SB6. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB7. identify and correct errors

31
AAS/N0501 Take action to deal with incidents, accidents and emergencies
in the aviation security environment
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB8. analyse best possible solutions (cost, time, effort, etc) suited for
operations
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. concentrate on task at hand and complete it without errors
SB10. apply balanced judgments to different situations

32
AAS/N0501 Take action to deal with incidents, accidents and emergencies
in the aviation security environment

NOS Version Control

NOS Code AAS/N0501

Credits(NSQF) TBD Version number 1.0

Aerospace and
Industry Drafted on 13/09/2016
Aviation
Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer Service Next review date 20/02/2020

Back to QP

33
AAS/N0503 Work Effectively in a Team

--------------------------------------------------------------------------------------------------------------------------------------------------------

National Occupational
Standard

Overview
This unit is about working effectively in a Team

34
AAS/N0503 Work Effectively in a Team

Unit Code AAS / N0503

Unit
Work Effectively in a Team
National Occupational Standard

Title
Description
(Task) This OS describes the skills and knowledge required to work effectively within and
with teams.
Scope The scope of this unit shall include
 Support the work team
 Maintain personal presentation
 Develop effective work habits

Performance Criteria
Element Performance Criteria
Support the work team To be competent, the user/individual on the job must be able to:
PC1. display courteous and helpful behaviour at all times.
PC2. take opportunities to enhance the level of assistance offered to colleagues.
PC3. meet all reasonable requests for assistance within acceptable workplace
timeframes.
PC4. complete allocated tasks as required.
PC5. seek assistance when difficulties arise.
PC6. use questioning techniques to clarify instructions or responsibilities.
PC7. identify and display a non discriminatory attitude in all contacts with
customers and other staff members.
Maintain To be competent, the user/individual on the job must be able to:
personal PC8. observe appropriate dress code and presentation as required by the
presentation workplace, job role and level of customer contact.
PC9. follow personal hygiene procedures according to organisational policy and
relevant legislation.
Develop effective To be competent, the user/individual on the job must be able to:
work habits PC10. interpret, confirm and act on workplace information, instructions and
procedures relevant to the particular task.
PC11. interpret, confirm and act on legal requirements in regard to anti-
discrimination, sexual harassment and bullying.
PC12. ask questions to seek and clarify workplace information.
PC13. plan and organises daily work routine within the scope of the job
role.
PC14. prioritise and complete tasks according to required timeframes.
PC15. identify work and personal priorities and achieve a balance between
competing priorities.

35
AAS/N0503 Work Effectively in a Team
Knowledge and Understanding (K)
A. Organisational On the job the individual needs to apply organisational knowledge of:
Context KA1. The policies and procedures relating to the job role.
(Knowledge of the KA2. The value system of the organisation
company / KA3. Employee rights and obligations
organisation and its KA4. The reporting hierarchy and escalation matrix
processes)
B. Technical Knowledge On the job the individual needs to apply technical knowledge of communication and
interpersonal skills to:
KB1. ask questions to identify and confirm requirements.
KB2. follow routine instructions through clear and direct communication.
KB3. use language and concepts appropriate to cultural differences.
KB4. use and interpret non-verbal communication.
KB5. the scope of information or materials required within the parameters of
the job role.
KB6. consequences of poor team participation on job outcomes.
KB7. work health and safety requirements.
Skills (S)
A. Core Skills/ Writing Skills,
Generic Skills On the job the individual needs to be able to:
SA1. complete documentation accurately.
SA2. write simple reports when required.
Reading Skills
On the job the individual needs to be able to:
SA3. read information accurately.
SA4. read and interpret data sheets.
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA5. listen to and orally communicate information with all concerned

B. Professional Skills Decision Making

On the job the individual needs to be able to:
SB1. make appropriate decisions regarding the responsibilities of the job role.
Plan and Organise
The user/individual on the job needs to know and understand how to:
SB2. monitor efficient functioning of all activities
SB3. plan and organise work to achieve targets and deadlines

36
AAS/N0503 Work Effectively in a Team
Customer Centricity

The user/individual on the job needs to know and understand how to:
SB4. communicate with passengers and other stakeholders in a
courteous manner
SB5. maintain effective work relationship
Problem Solving

The user/individual on the job needs to know and understand how to:
SB6. identify trends/common causes for errors and suggest possible
solutions to the supervisor / management
SB7. identify and correct errors
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations
Critical Thinking
The user/individual on the job needs to know and understand how to:
SB9. concentrate on task at hand and complete it without errors
SB10. apply balanced judgments to different situations

37
AAS/N0503 Work Effectively in a Team

NOS Version Control

NOS Code AAS / N0503

Credits(NSQF) TBD Version number 1.0

Industry Aerospace and Aviation Drafted on 15/02/2017

Industry Sub-sector Airline Last reviewed on 20/02/2017

Occupation Customer Service Next review date 20/02/2020

Back To QP

38
 Qualifications Pack for Airline Customer Service Executive

Annexure

Nomenclature for QP and NOS

Qualifications Pack
9 characters
[ABC]/ Q 0101

[Insert 3 letter code for SSC] QP number (2 numbers)

Q denoting Qualifications Pack Occupation (2 numbers)

Occupational Standard

An example of NOS with ‘N’ 9 characters

[ABC] / N 0101

[Insert 3 letter code for SSC] OS number (2 numbers)

N denoting National Occupational Standard Occupation (2 numbers)

Back to top

39
 Qualifications Pack for Airline Customer Service Executive

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Airline 01-09
Manufacturing & Assembly 10-19
MRO 20-30
Design and Development 31-40
Airport Operations, Air Cargo & Ground
41-50
Handling

Sequence Description Example

Three letters Industry name AAS

Slash / /

Next letter Whether QP or NOS N

Next two numbers Occupation code 01

Next two numbers OS number 01

40
 Qualifications Pack for Airline Customer Service Executive

CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: Airline Customer Service Executive
Qualification Pack: AAS/Q0301
Sector Skill Council: Aerospace and Aviation Sector Skill Council

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay
down proportion of marks for Theory and Skills Practical for each PC
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC
3. Individual assessment agencies will create unique question papers for theory part for each candidate
at each examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for every student at
each examination/training center based on this criteria
5. To pass the Qualification Pack, every trainee should score a minimum of 60% in aggregate
6. The marks are allocated PC wise, however, every NOS will carry a weightage in the total marks
allocated to the specific QP

Marks Allocation
Assessment outcomes Assessment Criteria for outcomes Total Out Theory Skills
Marks of Practical
1. AAS/N0502 PC 1. comply with the organisation’s
Follow safety and security policies and 10 5 5
safety and procedures
security PC 2. comply with the regulatory guidelines on
procedures safe conduct of operations and
maintenance of conditions to thwart any 10 5 5
acts of unlawful interefence
PC 3. report any identified breaches of safety,
and security policies and procedures to
10 5 5
the designated person
PC 4. coordinate with other resources at the
workplace (within and outside the
organisation) to achieve safe and secure 20 10 10
environment
PC 5. identify and mitigate any safety and
security hazards like illness, accidents,
fires or acts of unlawful interference if it
100 10 5 5
falls within the limits of individual’s
authority
PC 6. report any hazards outside the
individual’s authority to the relevant
person in line with organisational 20 10 10
procedures and regulatory guidelines

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 Qualifications Pack for Airline Customer Service Executive

Marks Allocation
Assessment outcomes Assessment Criteria for outcomes Total Out Theory Skills
Marks of Practical
PC 7. follow organisation’s emergency
procedures for accidents, fires or acts of
5 2 3
unlawful interference
PC 8. identify and recommend opportunities
for improving health, safety, and
10 8 2
security to the designated person
PC 9. complete all health and safety records
are updates and procedures well defined 5 2 3
Total 100 52 48
2. AAS/N0301 PC 1. receive passengers in a courteous
Passenger manner at the check in counters 10 4 6
Check-In PC 2. identify the bonafide passengers with
their passenger name record (PNR) in
accordance with the airline procedure
and an acceptable identification 10 4 6
document as per regulatory
requirements
PC 3. take appropriate action to deal with
passengers who are unfit or incapable of
air travel as per organisation and or 10 4 6
regulatory guidelines
PC 4. “check-In” the passenger in the airline
reservation or departure control system
10 4 6
as per organisation procedures
PC 5. allocate seat, services and facilities to
bonafide passengers according to their 100
10 4 6
requests and their eligibility
PC 6. “check-In” the bag(s) of the passenger, if
any, while ensuring that the bag(s) are
within the limits as per organisation 5 2 3
policies
PC 7. enter the details of the bag(s) into the
reservation or departure control system
10 4 6
and print the baggage tag(s)
PC 8. tag the bag(s) appropriately.
5 2 3
PC 9. ensure that the copy of the baggage
tag(s) is affixed on the boarding card of
5 2 3
the passenger

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 Qualifications Pack for Airline Customer Service Executive

Marks Allocation
Assessment outcomes Assessment Criteria for outcomes Total Out Theory Skills
Marks of Practical
PC 10. deal with any observed discrepancies
in line with policies and procedures of
5 2 3
the organisation
PC 11. provide boarding pass to passenger(s)
5 2 3
PC 12. handover all the documents to the
passenger and brief the passenger
10 5 5
on the details of the departing
flight any safety or security
PC 13. escalate
concerns about passengers 5 2 3
Total 100 41 59
3. AAS/N0303 PC1. gather the information of flight and
10 4 6
Passenger the departure gate
boarding PC2. announce boarding of the flight in
clear and concise manner as per 10 4 6
boarding sequence
PC3. ensure that the boarding
announcements are as per 10 4 6
defined organisation procedures
PC4. deal with passengers in a
courteous manner at all times 10 4 6
PC5. ask for the boarding pass at the
boarding gate 100 10 4 6
PC6. scan and cross verify the boarding pass 10 4 6
PC7. Inspect the hand baggage tag for
airport security stamp 10 4 6
PC8. assign a porter/helper to special
needs passenger, if required 10 4 6
PC9. direct the passengers to the
aircraft through the aerobridge or 10 4 6
coach the passenger headcount
PC10. reconcile
and escalate any deficiency through 10 4 6
the appropriate channel
Total 100 40 60
4.AAS/N0302 PC1. receive and greet the passengers at
10 4 6
Manage lounge the lounge service desk
services PC2. verify the eligibility of a bonafide
passenger to access the lounge 10 4 6
services based on organisation 100
policiesto record all the details of
PC3. ensure
10 4 6
the passenger at the lounge service
desk the passenger informed about
PC4. keep
the boarding gate for the flight and 5 2 3
the boarding time

43
 Qualifications Pack for Airline Customer Service Executive

Marks Allocation
Assessment outcomes Assessment Criteria for outcomes Total Out Theory Skills
Marks of Practical
PC5. provide passengers with newspapers,
10 4 6
food and drink, if they ask
PC6. operate equipment in the executive
10 4 6
lounge
PC7. resolve queries from passengers in a
10 4 6
courteous and friendly manner
PC8. dress appropriately at all times 10 4 6
PC9. maintain high levels of hygiene 10 4 6
PC10. make announcements at appropriate
times to make sure that passengers 5 2 3
board their flights in a timely manner
PC11. deal effectively and politely with
10 4 6
passengers during flight delays
Total 100 40 60
5. AAS/N0304 PC1. deal with passengers in a courteous
Manage manner at all times 5 2 3
passenger PC2. examine passengers' tickets and
complaints baggage tag identification to identify
5 2 3
at airport appropriate reference/ sequence
numbers
PC3. explain the lost baggage procedure to
passengers in a clear and concise 5 2 3
manner
PC4. record the details of the bag(s) as per
checklist defined by the organisation 5 2 3
PC5. raise the complaint within the airline
systems using appropriate processes 10 4 6
PC6. communicate to the passenger his/her
rights to claim compensation and the
100
process to receive compensation for
10 4 6
delayed or lost bag(s) as per
organisation policies and regulatory
guidelines
PC7. escalate the complaint based on the
situation and the passenger’s reaction 5 2 3
PC8. deal with passengers in a courteous
manner at all times 5 2 3
PC9. examine passengers' tickets and
baggage tag identification to identify
5 2 3
appropriate reference/sequence
numbers
PC10. inspect bag(s) for alleged theft or
damage and attempt to verify the 10 4 6
alleged claims by the passenger

44
 Qualifications Pack for Airline Customer Service Executive

Marks Allocation
Assessment outcomes Assessment Criteria for outcomes Total Out Theory Skills
Marks of Practical
PC11. explain the claims procedure to
passengers in a clear and concise 10 4 6
manner
PC12. record the passenger complaint and
details of the theft/damage as per
5 2 3
organisation procedures and regulatory
guidelines
PC13. issue appropriate documents to
passengers 5 2 3
PC14. process internal paperwork relating to
damage in line with the organisation
procedures and raise the complaint 10 4 6
within the airline systems using
appropriate processes
PC15. communicate to the passenger his/her
rights to claim the compensation and
the process to claim the compensation 5 2 3
in line with organisation policy and
procedure

Total 100 40 60
6. AAS/N0501 PC1. comply with the probability and
Take action to severity of emergency situations 20 10 10
deal with PC2. take action to deal with emergencies,
incidents, incidents or accidents in line with its
20 10 10
accidents and organisation’s procedures and
emergencies in regulatory guidelines
the aviation PC 3. make sure the action planned does not
security increase the risk or threat to oneself
10 5 5
environment and others
PC 4. consider the needs of others when 100 10 5 5
taking action
PC 5. keep all the relevant and appropriate
person(s) informed on action taken in 10 6 4
line with organisation’s procedures
PC 6. get help from the appropriate sources
in situation that are outside your own 20 10 10
authority or ability
PC 7. document all actions taken to mitigate
risks/ emergencies in line with
10 5 5
organisation procedures and regulatory
guidelines
Total 100 51 49

45
 Qualifications Pack for Airline Customer Service Executive

Marks Allocation
Assessment Total Out Skills
Assessment Criteria for outcomes Theory
outcomes Mark of Practical
7.AAS / N0503 PC1. display courteous and helpful behaviour at s
Work Effectively as a 6 3 3
all times.
Team
PC2. take opportunities to enhance the level of 7 3 4
assistance offered to colleagues.
PC3. meet all reasonable requests for
assistance within acceptable workplace 6 3 3
timeframes.
PC4. complete allocated tasks as required. 6 3 3
PC5. seek assistance when difficulties arise. 7 3 4

PC6. use questioning techniques to clarify 6 3

3
instructions or responsibilities.
PC7. identify and display a non discriminatory
attitude in all contacts with customers and 6 3 3
other staff members.
PC8. observe appropriate dress code and
presentation as required by the workplace, job 7 3 4
role and level of customer contact.
100
PC9. follow personal hygiene procedures
according to organisational policy and relevant 7 3 4
legislation.
PC10. interpret, confirm and act on workplace
information, instructions and procedures 7 3 4
relevant to the particular task.
PC11. interpret, confirm and act on legal
requirements in regard to anti- discrimination, 7 3 4
sexual harassment and bullying.
PC12. ask questions to seek and clarify
7 3 4
workplace information.

PC13. plan and organise daily work routine

7 3 4
within the scope of the job role.

PC14. prioritise and complete tasks according

7 3 4
to required timeframes.
PC15. identify work and personal priorities and
achieve a balance between competing 7 3 4
priorities.
Total 100 45 55

46