Template

Customer Service Audit for Airline Ticket and Gate

by Okechukwu Okoro, from the Community

10+

This airline customer service audit checklist evaluates ticket counter and gate operations, designed around Spirit Airlines at DFW but adaptable to any airport. It covers counter readiness, required signage, ID verification, carry-on and baggage checks, secure document controls, uniforms and ID display, and handling of special assistance, UMNRs, and additional screening. Gate procedures include gate area setup, flight summaries, arrival readiness, jet bridge and airstairs operation, door opening, announcements, boarding by zones, carry-on enforcement, and gate-check processes. Closeout accuracy and documentation are included, with sections for remarks and audit observations.

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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Customer Service Audit
Spirit Airlines DFW Ticket Counter and Gate Audit
by SafetyCulture
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Template
Arrival and Boarding Gate Audit Checklist
This arrival and boarding gate audit checklist helps airline and airport teams assess gate readiness, staffing, announcements, flight information displays, safety notices, documentation, security checks, cabin baggage procedures, passenger assistance, delay communications, headcount confirmation, and on time departure targets. Use it to standardize EAI and EAG processes, improve customer experience, reduce delays, and support compliance with safety and regulatory requirements.
by Philip Boyle, from the Community
Downloads: 0
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Template
Internal Audit Checklist for Boarding Operations
This eQC 3 internal audit checklist supports airport boarding teams in assessing gate readiness, flight information displays, announcements, ID and boarding pass checks, carry on baggage control, and handling of non compliant items. It guides labeling and receipts, communication to weight and balance and the departure control system, reconciliation for offloaded passengers, and secure gate closure to reduce delays and improve safety.
by Attilio Interliggi, from the Community
Downloads: 10+
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Template
Passenger Procedures at the Gate Checklist
This airport gate passenger procedures checklist helps gate agents and ground staff manage efficient, compliant boarding operations. It covers readiness of gate infrastructure and equipment, preparation of boarding materials and hand baggage labels, passenger queue management and priority handling for PRM, document and ID checks including visa verification via Timatic, dangerous goods questions when tagging baggage to hold, correct use of DCS and flight information systems, clear announcements, controlled pre-boarding and boarding flows, handling of alarms and boarding errors, bagtag entry in ViCom for missing passengers, final checks and completion of flight finals, closing the flight in DCS, and shutdown of systems and displays.
by Quality Safety AMS, from the Community
Downloads: 0
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Customer Service Audit for Airline Ticket and Gate

With SafetyCulture you can

Digitize team workflows

Reduce manual errors

Create and share inspection reports

About author

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