Ncfe Level 2 Certificate For Airport Passenger Services Agents

LEISURE, TRAVEL AND TOURISM
QUALIFICATION SPECIFICATION
NCFE LEVEL 2 CERTIFICATE

FOR AIRPORT PASSENGER
SERVICES AGENTS
QCA Qualification Accreditation Numbers 100/6050/9 Issue 2 SEPTEMBER 2008
Where Service Matters

Level 2 Certificate for Airport Passenger Services Agents
Our Vision
Inspirational learning solutions with exceptional customer service.
About Us
NCFE is one of the UK’s fastest growing national awarding bodies, designing and awarding
qualifications that are nationally recognised to meet the needs of learners and employers.
We provide a wide range of QCA-accredited qualifications at different levels and in a variety
of subject areas. We also offer Key Skills, Basic Skills and Entry Level qualifications.
Our aim is to give individuals the mix of skills, knowledge and understanding they need to bring
them closer to fulfilling their personal goals. Our qualifications and awards are used by centres
across the UK including schools, colleges, adult education centres and training providers.
We’re a registered educational charity and a company limited by guarantee. Our charitable
aim is ‘to promote and advance the education and training of young persons and adults’.
NCFE is recognised as an awarding body by the Qualifications and Curriculum Authority (QCA)
in England, the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland,
and the Qualifications, Curriculum and Assessment Authority for Wales (DELLS).
Customer Service - the NCFE way

We are passionate about providing exceptional customer service. Every single NCFE employee is focused
on not just meeting, but exceeding your expectations. We believe our approach to customer service
makes us easy to do business with, flexible and responsive.
We rely on your feedback to let us know whether we’re providing the right kinds of products and service.
We carry out a number of surveys and focus groups throughout the year, but you don’t have to wait
until then to tell us what you think. If you want to give us your thoughts you can email
feedback@ncfe.org.uk, or just pick up the phone and tell us!
2 Web: www.ncfe.org.uk
Email: travelandtoursim@ncfe.org.uk
Tel: 0191 239 8000
Contents
Page No
Section 1: Qualification Overview 2
Introduction 2
Accreditation and Certification End Dates 2
How to Give us Your Comments 3
Status in Wales and Northern Ireland 3
Aims 3
Target Group 4
Entry Guidance 4
Resource Requirements 4
Progression Opportunities 4
Links to Skills for Life 5
Links to National Occupational Standards 5
Links to Legislation 5
Centre Approval Requirements 5
Support for Centres and Candidates 6
Section 2: Assessment and Moderation 7
Independent Assessment 7
Internal Moderation 7
External Moderation 8
Achieving the NCFE Level 2 Certificate for Airport Passenger Services Agents 8
Section 3: Structure and Content of the Qualification 9
Unit Summaries 10
Unit 01 Research the airport industry and the role of the airport passenger
service agent 13
Unit 02 Understand airport knowledge required by the airport passenger
service agent 18
Unit 03 Deal effectively with the processing of aircraft passengers 22
Unit 04 Identify the boarding procedure for aircraft passengers 28
Unit 05 Identify the procedures for decontrolling aircraft passengers 33
Unit 06 Procedures involved in disembarkation of airline passengers 35
Section 4: Links to Skills for Life 42
Section 5: Links to National Occupational Standards 49
Appendices 51
Appendix A Qualification Centre Approval Procedure 51
Appendix B Candidate Registration and Certification Procedure 52
Appendix C Glossary of Terms 53
Contact Us / Equal Opportunities / Data Protection 57
Web: www.ncfe.org.uk 1
Tel: 0191 239 8000
2 Section 1
Qualification Overview
Introduction
The NCFE Level 2 Certificate for Airport Passenger Services Agents has been accredited by the Qualifications
and Curriculum Authority (QCA) and is part of the National Qualifications Framework. Its Qualification
Accreditation Number is 100/6050/9. This qualification is therefore fundable under the Learning and
Skills Act 2000 under Sections 96 and 97. Its Learning Aim Code is 10060509. For further guidance on
funding, please contact your local Learning and Skills Council.
The Level 2 Certificate for Airport Passenger Services Agents is an ideal qualification for individuals who
wish to seek employment as an airport passenger services agent, or for individuals who wish to enhance
their studies in Travel and Tourism.
Guided learning hours (GLH): 60
NQF Level: 2
Assessment requirements: Independently assessed portfolio
The qualification consists of 6 mandatory units:
ᔢ Unit 01 Research the airport industry and the role of the Airport Passenger Service Agent
ᔢ Unit 02 Understand airport knowledge required by the Airport Passenger Service Agent
ᔢ Unit 03 Deal effectively with the processing of aircraft passengers
ᔢ Unit 04 Identify the boarding procedure for aircraft passengers
ᔢ Unit 05 Identify the procedures for decontrolling aircraft passengers
ᔢ Unit 06 Procedures involved in disembarkation of airline passengers
Learning outcomes for each unit are provided in Section 3 (page 9).
Candidates must successfully complete all 6 mandatory units to be awarded the NCFE Level 2 Certificate
for Airport Passenger Services Agents.
Accreditation and Certification End Dates

All qualifications on the National Qualifications Framework are subject to accreditation and
certification end dates as set by QCA to ensure that all qualifications remain current and valid.
Candidate registrations may not be accepted by awarding bodies after the accreditation end date
for a specific qualification if an extension to the accreditation is not obtained from QCA. However,
certification is permitted until the certification end date in order to allow candidates to complete
any programme of study.
Tel: 0191 239 8000
Section 1 3
Towards the end of the accreditation period for each qualification, NCFE will undertake a review of the
qualification in collaboration with sector representatives in order to make any changes necessary to
meet sector needs and reflect recent developments. Once this review process is completed NCFE will,
in most cases, apply to QCA for an extension to the accreditation period.
Information regarding changes or extensions to qualifications will be posted on the NCFE website
(www.ncfe.org.uk) and sent to approved centres. To ensure that you are using the most up-to-date
version of this Qualification Specification please check the issue date on the front cover of this
document against that of the Qualification Specification on the NCFE website (www.ncfe.org.uk).
How to Give us Your Comments

If you have any suggestions to make, please email travelandtourism@ncfe.org.uk and mark your email
‘content review’.
Status in Wales and Northern Ireland

Currently, NCFE intends to provide its qualifications to centres in England and appropriate resources
are available to produce both specifications and assessment materials for these centres. Qualification
Specifications and assessment materials can be made available to centres in Northern Ireland and
Wales. (NCFE is able to provide Qualification Specifications and assessment materials in the Welsh and/or
Irish language where requested and appropriate).
Aims
The qualification aims to:
ᔢ provide an understanding of the industry and develop generic skills and knowledge of the duties
required to be an Airport Passenger Services Agent
ᔢ develop an understanding of airport communications, terminology and relevant safety checks and
procedures
ᔢ provide candidates with knowledge of customer care and how to handle the needs of airline
passengers
ᔢ provide a basis for further study and motivation towards career development
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4 Section 1
Target Group
The qualification will be appropriate for those individuals who are seeking employment within the
Airport Passenger Services sector as well as those wishing to increase their knowledge in the tourism
and passenger transport sectors. Alternatively this could be utilised by individuals currently working
in the industry who are wishing to receive recognition of their experiences and expertise.
Entry Guidance
There are no specific recommended prior learning requirements for this qualification. Candidates
wishing to undertake this qualification should hold an appropriate Level 1 qualification or equivalent.
Admittance onto a course of study remains at the discretion of the centre based upon the above criteria.
Resource Requirements
There are no specific resource requirements for this qualification.
For details of staffing resources required for this qualification, please see NCFE’s Occupational
Competence Guidelines, available from the NCFE website (www.ncfe.org.uk) or from the Centre Support
team at NCFE.
Useful Websites:
Tutors may find the following websites useful for materials and resources to assist delivery:
Sector Skills Council
GoSkills www.goskills.org
Employment
Connexions www.connexions.gov.uk
Useful sites
UK Civil Aviation Authority www.caa.co.uk
Progression Opportunities
The Level 2 Certificate for Airport Passenger Services Agents aims to provide progression towards:
ᔢ EDEXCEL Level 3 BTEC National Diploma / Certificate / Award in Airline and Airport Operations
ᔢ EAL Level 3 NVQ in Controlling Airport Operations
ᔢ EAL Level 3 NVQ in Handling Air Passengers
ᔢ EAL Level 3 NVQ in Co-ordinating Airside Ramp Operations
ᔢ OCR Level 3 Certificate of Professional Competence in International Passenger Transport Operations
For further details on other qualifications available in this sector area, see NCFE’s Directory of Products
and Services, or the Qualification and Curriculum Authority (QCA) website of accredited qualifications
‘openQUALS’ (www.openquals.org.uk).
Tel: 0191 239 8000
Section 1 5
Links to Skills for Life

This NCFE qualification could be used to develop candidate’s literacy, language and numeracy skills.
The activities candidates undertake whilst completing the qualification could help prepare them for
their Basic Skills test.
Section 4 (page 42) provides details of where evidence can realistically be generated for Key Skills units
through this qualification. In general, the aim has been to target Level 2 Key Skills although work can
be designed for other levels, depending on the needs of individual candidates or groups.
Key Skills Centre Support Packs are available from the Customer Support Team at NCFE. These packs
contain unit specifications, tracking and guidance documents which will be invaluable to any centre
running Key Skills.
Centres who are approved to run Key Skills through NCFE will receive their first copy of this pack free of
charge; for additional copies, or for non-approved centres, a charge will apply. Details of these charges
can be found in NCFE’s Fees and Pricing document, available from the NCFE website (www.ncfe.org.uk)
or from the Centre Support team at NCFE.
Links to National Occupational Standards

National Occupational Standards (NOS) describe the skills, knowledge and understanding needed to
undertake a particular task or job at various levels of competence. The standards are generally owned
by a Sector Skills Council (SSC) or other agency and may be developed in consultation with employers,
trade unions, professional bodies and others within the relevant sector.
The Level 2 Certificate for Airport Passenger Services Agents has been mapped against the relevant
Aviation National Occupational Standards. More detailed mapping is provided in Section 5 (page 49).
Links to Legislation
Owing to the nature of the qualification, various pieces of legislation are cited in this document. This
legislation is subject to change. However, the references in this document are accurate at the time of
printing. Subsequent issues of this Qualification Specification will be produced by NCFE to reflect any
significant changes to legislation or recommended working practices.
To ensure that you are using the most up-to-date version of this Qualification Specification, please check
the issue date on the front cover of this document against that of the Qualification Specification on the
NCFE website (www.ncfe.org.uk).
Centre Approval Requirements

Centres must apply for approval to offer this qualification prior to enrolling candidates. If approval is
not sought in advance candidates should be advised that certification is not available. To gain approval
to offer this qualification, centres need to complete and return a signed copy of the relevant approval
form to the Assessment Team at NCFE. These forms are available from the NCFE website
(www.ncfe.org.uk) or from the Centre Support team at NCFE.
Tel: 0191 239 8000
6 Section 1
Further information regarding the approval criteria and procedure is contained in the publication
Guidance for Centres: Procedures and Policies. If you have any queries regarding any part of the
approval process, require assistance completing the approval form or wish to know if your centre
meets the approval criteria, please contact the Assessment Team at NCFE.
Following approval, individual candidate registration and certification fees are payable. Details of
registration and certification fees are available on the NCFE website (www.ncfe.org.uk) or from the
Centre Support team at NCFE.
The appendices at the back of this document provide an overview of NCFE’s administrative procedures
from approval to certification.
Support for Centres and Learners

Information for learners:
NCFE Candidate Information Packs (CIPs) can be downloaded from the NCFE website (www.ncfe.org.uk)
free of charge. Hard copies of the information can be supplied for a small charge – for further
information please contact your centre’s processing contact at NCFE. The packs contain general
information about the qualification which will help candidates keep track of their work. These packs
are not compulsory, but, if they are not used, centres must use NCFE’s Candidate Evidence Log or devise
alternative materials.
Alternative materials produced by centres must allow candidates to track their achievement against
each required learning outcome and must also include the following:
ᔢ information on the contents, availability and location of NCFE’s procedures and policies
ᔢ advice on support mechanisms for candidates who are experiencing difficulties with their studies
ᔢ mechanism for Assessors and Internal Moderators to authenticate evidence submitted for, and
achievement of, each unit
Assessor/Internal Moderator Training:

NCFE can provide training sessions for Assessors and Internal Moderators who may not hold the A1 and
V1 (Assessment and Verification) units. For further information contact the Assessment Team at NCFE.
Tel: 0191 239 8000
Section 2 7
Assessment and Moderation
Independent Assessment
Assessment is the process of measuring a candidate’s skill, knowledge and understanding against the
standards set in the qualification.
The NCFE Level 2 Certificate for Airport Passenger Services Agents is independently assessed. The
candidate will be required to produce a portfolio of work that covers all of the learning outcomes
of this qualification.
Each candidate portfolio must be 100% assessed by Assessors in the centre. A 30% sample of the
portfolios must then be assessed by an Internal Moderator to ensure consistency with national
standards. The Internal Moderator must be independent from the delivery of the qualification. They
must also employ a satisfactory sampling strategy to ensure all units and all assessors are sampled over
a defined period of time. The centre’s appointed External Moderator will provide advice on sampling
strategies if required. NCFE recommends that Internal Moderators attend NCFE’s Assessor and Internal
Moderator training or hold A1 and V1 (Assessment and Verification) qualifications.
Assessors must be satisfied that candidates have achieved all learning outcomes related to the unit
being assessed prior to deciding whether candidates have been successful. Assessors are also responsible
for supporting candidates through the assessment process.
Where a candidate fails to meet the required standards, the candidate may resubmit work within
their registration period until the Assessor and Internal and External Moderators are satisfied that
the candidate has met the standards.
For further information on resource requirements (including training) please refer to Resource
Requirements on page 4 of this specification.
The assessment arrangements for this qualification are in accordance with the criteria set out by the
regulatory authorities.
Internal Moderation
Internal moderation is the process of ensuring that everyone who assesses a particular unit in a centre is
assessing to the same standards. It is the responsibility of Internal Moderators to ensure that Assessors’
decisions are sampled and monitored to ensure consistency and fairness. Internal Moderators are also
responsible for supporting Assessors by offering advice and guidance.
As previously stated, a 30% sample of the portfolios must be assessed by an Internal Moderator to
ensure consistency with national standards. The Internal Moderator must be independent from the
delivery of the qualification. They must also employ a satisfactory sampling strategy to ensure all units
and all assessors are sampled over a defined period of time. The centre’s appointed External Moderator
will provide advice on sampling strategies if required.
Tel: 0191 239 8000
8 Section 2
Assessment and Moderation
External Moderation
External moderation of independent assessments is carried out to ensure that assessment decisions are
in line with required standards. External moderation is carried out by Moderators who are appointed,
trained and monitored by NCFE. External Moderators are responsible for monitoring and sampling
candidates’ evidence to ensure that internal assessment decisions are valid, reliable, fair and consistent
with national standards. Centres are notified of their External Moderator’s contact details on registration
of candidates with NCFE.
For further information on the responsibilities of Assessors, Internal and External Moderators, please
refer to the publication, Guidance for Centres: Procedures and Policies.
Achieving the NCFE Level 2 Certificate for Airport Passenger

Services Agents
To achieve the NCFE Level 2 Certificate for Airport Passenger Services Agents candidates must be
successful in the independently assessed component. Grades are not awarded.
To achieve the independently assessed component, candidates must demonstrate their achievement
of all learning outcomes detailed in the Qualification Specification.
Candidates who are unsuccessful may resubmit work within the registration period. A charge may apply.
A Letter of Unit Credit may be requested for candidates not achieving the full certificate but who satisfy
the independent assessment component for at least one whole unit.
The awarding and reporting arrangements for this qualification are in accordance with the criteria set
out by the regulatory authorities.
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Section 3 9
Structure and Content of the Qualification
This section provides the structure and content of the qualification.

The unit summary provides an overview of each unit including:
ᔢ the unit title
ᔢ the unit overview
ᔢ the element title(s)
ᔢ guided learning hours
ᔢ an indication of whether the unit is mandatory or optional
Following the unit summary there is detailed information for each unit containing:
ᔢ the unit number and title
ᔢ the elements and learning outcomes
ᔢ suggested types of evidence for independent assessment
The QCA-accredited unit number is indicated in brackets for each unit (eg M/100/7116). However, for the
purposes of cross-referencing assessment and moderation, we have used a sequential numbering system
in this document.
Further information and/or guidance on the qualification can be obtained by contacting the
Qualifications Team at NCFE.
Tel: 0191 239 8000
10 Section 3
Unit Summaries
Unit 01
Research the airport industry and the role of the Airport Passenger Service Agent
(QCA Unit No. M/500/1227)
This unit will help to provide candidates with an opportunity to investigate and develop an
understanding of the ground handling industry. They will be required to identify relevant companies
and regulatory bodies. Candidates will also investigate the specific role and conditions of employment
of the Airport Passenger Services Agent.
The unit has 3 elements:
ᔢ Element 1.1 Research the role of the ground handling company
ᔢ Element 1.2 The role of the Airport Passenger Services Agent
ᔢ Element 1.3 Research the terms and conditions of employment for the Airport Passenger Services
Agent
This unit is mandatory and accounts for 10 hours of the total recommended guided learning hours.
Unit 02
Understand airport knowledge required by the Airport Passenger Service Agent

(QCA Unit No. T/500/1228)
This unit provides candidates with an opportunity to develop their knowledge of what is expected of an
Airport Passenger Services Agent. The candidate will become aware of the communication techniques
and terminology specific to this industry, as well as the different airline types operating within this
industry.
ᔢ Element 2.1 Show awareness of international airport/airline communication terms
ᔢ Element 2.2 Identify airport terminology required for special assistance
ᔢ Element 2.3 Understanding different airline types
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Section 3 11
Unit 03
Deal effectively with the processing of aircraft passengers (QCA Unit No. A/500/1229)
During this unit candidates will develop knowledge of customer interaction. The candidate will explore
check-in procedures, requirements of different customers, customer care and passenger safety.
ᔢ Element 3.1 Airport Passenger Services and care
ᔢ Element 3.2 Passenger check-in process
ᔢ Element 3.3 Understanding the requirements of the special needs passenger
ᔢ Element 3.4 Carriage of dangerous articles and animals
Unit 04
Identify the boarding procedure for aircraft passengers (QCA Unit No. M/500/1230)
In this unit candidates will examine the boarding process. Candidates will identify the checks that must
be carried out, and which procedures should be followed during boarding. Candidates will also learn
effective methods of communicating with airport personnel.
ᔢ Element 4.1 Identify the importance of pre-boarding checks by the Airport Passenger Services Agent
ᔢ Element 4.2 Accurate and effective communication by the Airport Passenger Services Agent
ᔢ Element 4.3 Closure of the flight and the boarding process by the Airport Passenger Services Agent
Unit 05
Identify the procedures for decontrolling aircraft passengers

(QCA Unit No. T/500/1231)
The purpose of this is to provide candidates with an understanding of how to ‘decontrol’ passengers
correctly. This includes the different situations which may arise and the required action to be taken.
The unit has one elements:
ᔢ Element 5.1 Identify procedures performed by the Airport Passenger Services Agent
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12 Section 3
Unit Summaries (Continued)

Unit 06
Procedures involved in disembarkation of airline passengers

(QCA Unit No. A/500/1232)
In this unit candidates will learn about passenger disembarkation. Candidates will learn about the
processes of the arrival of the aeroplane, customer care and the correct procedures for handling
emergencies.
ᔢ Element 6.1 Describe the duties of the Airport Passenger Services Agent when meeting an arriving
aircraft
ᔢ Element 6.2 Passengers who require special disembarkation assistance from the Airport Passenger
Services Agent
ᔢ Element 6.3 Dealing with emergencies and documentation by the Airport Passenger Services Agent
ᔢ Element 6.4 Lost and damaged baggage
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Section 3 13
Unit 01 Research the airport industry and the role of the Airport
Passenger Service Agent (M/500/1227)
Element 1.1: Research the role of the ground handling company

Learning Outcomes
What the candidate must do:
1.1.1 Identify 2 UK based ground handling companies

1.1.2 Identify 2 UK airports that these companies operate at
1.1.3 Research the services provided by each of these companies
1.1.4 Identify 2 airlines which use the UK airports listed above
1.1.5 Identify the relationship between the ground handling company and the regulatory authorities
1.1.6 Identify the relationship between the ground handling company and the airport authorities
What the candidate must know:
1.1.7 2 UK based ground handling companies

1.1.8 Services provided by a ground handling company
1.1.9 Airlines which are served from a UK airport
1.1.10 National and local regulatory authorities
Range (explanation):
Ground handling
companies: Servisair; Swissport; Aviance; BA; KLM
Operate: the airport where the ground handling company has a presence and is working
within
Services: ticketing; baggage facilities; ramp services; check-in; gate; operations; despatch;
cargo
Airlines: one UK based; one international based
Regulatory
authorities: Department of Transport, Civil Aviation Authority, IATA
Airport authorities: Immigration Service; Customs and Excise; airport security
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14 Section 3
Passenger Service Agent (M/500/1227) (Continued)
Element 1.2: Research the role of the Airport Passenger Service Agent
Learning Outcomes
1.2.1 List typical activities of an airport passenger service agent

1.2.2 Detail a job description for an airport passenger service agent
1.2.3 Outline the main responsibilities of an airport passenger service agent
1.2.4 List the personal qualities of an airport passenger service agent
1.2.5 Describe the purpose of the uniform
1.2.6 Explain the positive and negative aspects of the job role of an airport passenger service agent
1.2.7 Typical activities of an airport passenger service agent

1.2.8 Main responsibilities of an airport passenger service agent
1.2.9 Personal qualities required by an airport passenger service agent
1.2.10 Purpose of uniforms worn by an airport passenger service agent
1.2.11 Positive and negative aspects of the job role
Typical activities: check-in agent; gate/boarding agent

Job description: to include regular/daily tasks; duties; responsibilities to, and for, others
Main
responsibilities: checking in passengers; allocation of seats; baggage handling; checking travel
documents; providing assistance to passengers with special needs and
requirements; boarding flights
Personal qualities: personal presentation; attitude; product knowledge; team work; initiative
Purpose: corporate ID; identification
Positive: opportunity to travel; salary; benefits; meeting different types of people
Negative: unsociable hours of work; flight delays; cancellations; dealing with
awkward/angry customers
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Section 3 15
Element 1.3: Research the terms and conditions of employment for the
Airport Passenger Service Agent
Learning Outcomes
1.3.1 Research the terms and conditions of employment for an airport passenger service agent
1.3.2 Research entry requirements for the role of an airport passenger service agent
1.3.3 Research employment prospects within the airline industry
1.3.4 Complete a job application and Curriculum Vitae
1.3.5 Prepare a typical personal presentation to be delivered at a group interview
1.3.6 Take part in a job interview
1.3.7 Terms and conditions of employment for an airport passenger service agent
1.3.8 Equality and diversity in the airline industry workplace
1.3.9 Entry requirements for the role of an airport passenger service agent
1.3.10 Contents of a Curriculum Vitae
1.3.11 How to complete an application form
1.3.12 Contents of a typical personal presentation
1.3.13 Main points to be observed when attending an interview for an airport passenger service agent
Terms and
conditions: pay; hours of work; terms and conditions; insurance
Entry
requirements: height; weight; language; health and fitness; qualifications
Employment
prospects: identify one opportunity for employment within an airline; provide the
requirements of the position and investigate opportunities eg promotion;
positions with other companies; work overseas
Job application: for position of airport passenger services agent (real or simulated)
Personal
presentation: to include details of education; work experience; leisure activities; reasons for
interest in the position of an airport passenger services agent
Interview: for position of airport passenger services agent (real or simulated)
Tel: 0191 239 8000
16 Section 3
Passenger Service Agent (M/500/1227) (Continued)
Assessment Guidance - Unit 01:
Candidate Report:
Types of evidence: Candidate report;

Learning Outcome: Element 1.1
Additional information: Report on ground handling companies and their role: this report should
contain a minimum of 250 words.
Product:
Types of evidence: Job description;

Learning Outcome: 1.2.1; 1.2.2; 1.2.3; 1.2.4; 1.2.7; 1.2.8; 1.2.9
Additional information: Detail typical activities of an Airport Passenger Services Agent, including
personal qualities and main responsibilities
Discussion:
Types of evidence: Discussion;

Learning Outcome: 1.2.5; 1.2.6; 1.2.10; 1.2.11
Additional information: Candidates will be required to discuss the purpose of the uniform and positive
and negative aspects of the job role
Short Report:
Types of evidence: Short report;

Learning Outcome: 1.3.1; 1.3.2; 1.3.3; 1.3.7; 1.3.8; 1.3.9
Additional information: This should detail the terms and conditions of work, including entry
requirements to the role and employment prospects
Product:
Types of evidence: Completed Job application form and Curriculum Vitae

Learning Outcome: 1.3.4; 1.3.10; 1.3.11
Additional information: Job application form and Curriculum Vitae
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Section 3 17
Real or simulated activity:
Types of evidence: Simulated activity; observation

Learning Outcome: 1.3.6; 1.3.13,
Additional information: Candidates should participate in either a real or simulated job interview
Product:
Types of evidence: Product;

Learning Outcome: 1.3.5; 1.3.12
Additional information: Prepare a personal presentation for a group interview
The types of evidence listed above are for guidance purposes only. Within candidates’ portfolios,
other types of evidence are acceptable if full coverage of all learning outcomes is achieved and if
the evidence generated can be independently and externally moderated. For approval of methods
of internal assessment other than portfolio building, please contact the Assessment Team at NCFE.
Tel: 0191 239 8000
18 Section 3
Unit 02 Understand airport knowledge required by the Airport Passenger

Service Agent (T/500/1228)
Element 2.1: Show awareness of international airport/airline

communication terms
Learning Outcomes
2.1.1 Accurately list the phonetic alphabet and describe its purpose
2.1.2 Identify airline, city and airport codes and use the phonetic alphabet to spell them out
2.1.3 Accurately convert times between the 12 and 24 hour clock
2.1.4 Identify the day, month and year codes used by an airport passenger service agent
2.1.5 Importance of effective communication between the duty manager, check-in agent and the ticket
desk operators
2.1.6 Commonly used communication terms
2.1.7 Importance of accurately using the 24 hour clock and phonetic alphabet
2.1.8 Time zones
Phonetic alphabet: as recognised by International Civil Aviation Organization (ICAO), Federal Aviation
Administration (FAA), International Telecommunication Union (ITU), and NATO as
the standard for aircraft communications and radio communications
Airline, city and
airport codes: for 5 UK, 5 European and 5 worldwide airlines, cities and airport codes
Times: a minimum of 4 conversions
Communication
terms: airport codes; city codes; airline codes
Time zones: GMT; BST; DST
Tel: 0191 239 8000
Section 3 19
Element 2.2: Identify airport terminology required for special assistance

Learning Outcomes
2.2.1 Identify passengers requiring special assistance

2.2.2 Identify the different types of special meals that may be requested
2.2.3 Explain and give examples of specific airport terminology
2.2.4 Terminology used to identify passengers requiring special assistance

2.2.5 Different types of meals offered and their content
2.2.6 Understand specific airport terminology
Special assistance: select 5 from the following: wheelchair; stretcher; medical reasons; people with
learning difficulties; pregnant traveller; visually impaired; hearing impaired;
speech impaired; unaccompanied minors; young persons; elderly; language
and/or cultural differences; availability of prayer room
Types: diabetic; vegetarian; kosher; vegan; gluten free; halal; nut free
Specific airport
terminology: 5 examples from the following: landside; airside; air traffic control; slot time;
estimated time of departure; meet and assist; to be advised; scheduled time of
arrival; very important person; may fly/did fly
Tel: 0191 239 8000
20 Section 3
Unit 02 Understand airport knowledge required by the airport passenger

service agent (T/500/1228) (Continued)
Element 2.3: Understanding different airline types

Learning Outcomes
2.3.1 Identify 3 UK based airlines of different types

2.3.2 Research the different levels of service offered by each
2.3.3 Compare value for money of the service provided by each of the airlines
2.3.4 Identify 3 destinations per airline type and complete a map indicating flight path and any
intermediate stops for each
2.3.5 Identify a typical aircraft that would be used for each of the above destinations
2.3.6 Provide a configuration plan of each aircraft identified and specify the number of passengers
carried in each
2.3.7 Explain the different seating configurations for each type of aircraft
2.3.8 3 UK based airlines

2.3.9 Main differences in levels of service and value for money provided by airlines of different types
2.3.10 Sources of information on airline destinations
2.3.11 Main differences in aircraft types
Types: low cost; charter; scheduled

Service: to include: flight booking methods; seating allocation; in-flight services eg food,
drink, provisions for special needs
Value for money: quality of service between low cost, charter and schedule airlines; size of seats;
availability and quality of in-flight food; quality of services on offer, eg first class,
business class and economy sections of aircraft
Destinations: UK (routing to start from a provincial airport and shuttle to an international hub),
European, worldwide
Map: a worldwide map
Typical aircraft: a minimum of 3 aircraft types
Configuration plan: aircraft seating plan: first; business; economy; charter; low-cost
Sources of
information: internet; airline timetables
Tel: 0191 239 8000
Section 3 21
Assessment Guidance - Unit 02:

Candidate role play:
Types of evidence: Role play or simulated activity

Learning Outcome: 2.1.1; 2.1.4 – 2.1.9
Additional information: Candidates should demonstrate their knowledge of the communication used
at international airlines/airports. This must include knowledge of the 24 hour clock, appropriate use of
communication terms and knowledge of time zones
Product:
Types of evidence: List and description

Additional information: List the phonetic alphabet describing its purpose. Use this list to spell out 5
European and 5 worldwide airline, city and airport codes
Questioning:
Types of evidence: Written or oral questioning

Learning Outcome: 2.2.1 – 2.2.6
Additional information: Candidates could respond to oral questioning by the Assessor or complete a
short answer question paper to cover the Learning Outcomes
If candidates are participating in a relevant work placement, their knowledge of terminology required
for special assistance may be recorded using observation, witness statements etc
Product:
Types of evidence: Short report and annotated map

Additional information: Report to include 3 different types of airline, a map indicating routes and
intermediate stops and a configuration plan
Tel: 0191 239 8000
22 Section 3
Unit 03 Deal effectively with the processing of aircraft passengers

(A/500/1229)
Element 3.1: Airport passenger services and care

Learning Outcomes
3.1.1 Identify and explain the importance of initial passenger contact at the check-in desk
3.1.2 Greet passengers appropriately at the check-in desk
3.1.3 Deal effectively with any questions that may arise
3.1.4 Identify stressful situations encountered by passengers that the airport passenger services agent
may be expected to solve
3.1.5 Deal effectively with problems and complaints
3.1.6 Customer expectations at check-in

3.1.7 How to respond to questions from passengers
3.1.8 How to deal with problems and complaints
3.1.9 Problem solving techniques
3.1.10 EU legislation for air passenger rights
Contact: body language; communication skills; accepted standards of appearance and

behaviour
Questions: estimated time of departure; aircraft type; seating; delays; directions
Stressful situations: select 5 from the following: flight delay; seating; meals; excess baggage; missed
flight; intoxicated passenger; delayed arrival at the airport; misplaced tickets;
e-tix; passports; lost and damaged baggage
Deal effectively: on behalf of 2 passengers
Problems and
complaints: oversized hand baggage; split seating
Tel: 0191 239 8000
Section 3 23
Element 3.2: Passenger check-in process

Learning Outcomes
3.2.1 Identify the different ticket types available to passengers

3.2.2 List the main areas of information on a ticket required to process a passenger check-in
3.2.3 Identify the documents required for international air travel
3.2.4 Ask check-in security questions
3.2.5 Explain the different weight allowances and why there are differences
3.2.6 Calculate excess baggage charges
3.2.7 Identify different types of non-conforming baggage and how it would be dealt with by an
airport passenger services agent
3.2.8 Different types of ticket a passenger can purchase

3.2.9 Contents of a ticket
3.2.10 How to deal with document discrepancies
3.2.11 Importance of travel documents
3.2.12 How to carry out security checks
3.2.13 Reasons for weight restrictions on baggage and the different types that can be transported
3.2.14 Why excess baggage charges are necessary
3.2.15 Who to report security concerns to regarding baggage
Ticket types: e-tix; scheduled; charter; confirmed/standby; standard; scheduled business; first class
Main areas: name; destination; flight; class; date; status; weight allowance; validity of ticket;
multi-sector legs
Documents: passport; ID cards; visas; form of indemnity; fit to fly certificate
Security
questions: baggage; electrical goods; sharp objects; hazardous goods
Different weight
allowances: for checked in baggage and hand baggage; for the 3 different airline types -
low cost; charter; scheduled
Non-conforming
baggage: select 5 from the following: too big; excess baggage; over 32kg; fragile or liable
to damage; unacceptably packed; golf clubs; bicycles; skis; prams/pushchairs;
surf boards; diving equipment
Discrepancies: invalid tickets; lost tickets; incorrect tickets; visa discrepancies and passport
discrepancies
Tel: 0191 239 8000
24 Section 3

(A/500/1229) (Continued)
Element 3.3: Understanding the requirements of the special needs passenger

Learning Outcomes
3.3.1 Identify the passengers with request for special needs

3.3.2 Describe why some passengers should be pre-seated
3.3.3 Describe special requests
3.3.4 Explain the importance of VIP passengers and the difference (if any) to a CIP
3.3.5 Describe the purpose and contents of an executive lounge
3.3.6 Identify the passengers who may use the executive lounge
3.3.7 Process of aircraft catering

3.3.8 System of seating operated by each type of airline
3.3.9 Importance of pre-seating and special requests
3.3.10 Different types of passenger each airline could carry
3.3.11 Types of tickets which allow access to the executive lounge
Request: pre-ordered; late request

Pre-seated: children; infants; disabled; elderly
Special requests: candidates should describe 2 of each of the following: meals; seating; baggage;
assistance in boarding; translator
VIPs: government minister; royalty; foreign diplomats; pop stars; film stars
CIP: commercially important passenger
Executive lounge: type of passenger; services offered; dress code
Tel: 0191 239 8000
Section 3 25
Element 3.4: Carriage of dangerous articles and animals

Learning Outcomes
3.4.1 Explain the importance for the safe carriage of firearms

3.4.2 Identify the checks that must be made before any firearm is allowed on board
3.4.3 List the checks that must be made before any ammunition is allowed on board
3.4.4 List one product from each of the dangerous goods and supply the official symbol of each type
3.4.5 Explain the policy for the carriage of pets for each airline type and the main regulations for the
animal’s well-being
3.4.6 Identify the documents needed for a pet/guide dog to travel
3.4.7 The regulations for the carriage of firearms and ammunition

3.4.8 The importance and symbols for dangerous goods
3.4.9 The airline’s policy and documentation for the carriage of a pet/guide dog
Firearms: eg hunting/sporting; firearms; ammunition; allowed/not allowed

Checks: ammunition; package; documentation; action
Ammunition: weight; package; documentation; action
Dangerous goods: explosives; flammable gas; flammable liquids; oxidising agents; toxic/poisonous
items; radioactive items; corrosives; miscellaneous dangerous goods
Carriage of pets: dogs; cats; other types of pet; allowed on board; allowed in hold; documentation
eg passport and proof of relevant inoculations; placement of pets on board
aircraft; responsibility of care for pets prior to departure and on arrival
Type: low cost; charter; scheduled
Documents: pet passport
Regulations: including documentation to be used
Tel: 0191 239 8000
26 Section 3

Internal Assessment Guidance - Unit 03:

Role play/observation:
Types of evidence: Role play/observation

Additional information: Candidates should participate in a check-in process, demonstrating an
appropriate use of care when handling questions, stressful situations, problems and complaints
Questioning:
Types of evidence: Written or oral questioning

Learning Outcome: 3.1.1; 3.1.6; 3.1.7; 3.1.8; 3.1.9; 3.1.10
Additional information: Candidates should respond to oral questioning or fill out short answer
questions covering: initial passenger contact at check-in; dealing, responding and identifying methods
of solving passengers’ questions, problems and complaints; EU legislation for air passenger rights
Role play:
Types of evidence: Role play

Learning Outcome: 3.2.4; 3.2.5; 3.2.6; 3.2.7; 3.2.12; 3.2.13; 3.2.14; 3.2.15
Additional information: Candidates should demonstrate through either a role play, or evidence from a
relevant work placement, their ability to participate in a check-in process. This should include security
questions and checks, weight allowances, baggage restrictions including calculating charges and
reporting security concerns
Short report:
Types of evidence: Short report

Additional information: This should include examples of documents required and main areas of
information detailed on airline tickets
Presentation:
Types of evidence: Presentation

Additional information: This should include information about the importance of VIP/CIP customers,
the executive lounge and requirements for access to the lounge
Tel: 0191 239 8000
Section 3 27
Questioning:
Types of evidence: Written/oral questioning

questions covering the requirements of special needs passengers including catering, seating
requirements, special requests and passenger types
Presentation:
Types of evidence: Presentation/report/group presentation

Additional information: eg each group could take 2 examples from list of dangerous goods detailed in
the range, and the importance of the appropriate symbols relating to these
Short report:

Additional information: The report should cover safe carriage of a variety of firearms, appropriate
checks and regulations
Case study:
Types of evidence: Short case study

Learning Outcome: 3.4.5; 3.4.6; 3.4.9
Additional information: Investigating the carriage of pets and guide dogs, candidates should identify
any differences in requirements for these animals to travel
Tel: 0191 239 8000
28 Section 3
Unit 04 Identify the boarding procedure for aircraft passengers (M/500/1230)
Element 4.1: Identify the importance of pre-boarding checks by the airport

passenger service agent
Learning Outcomes
4.1.1 Deal with passengers politely at all times

4.1.2 List the document checks to be made at the gate
4.1.3 Provide passengers with guidance regarding seating and hand baggage
4.1.4 Explain what should be done with unacceptable baggage/equipment
4.1.5 Liaise with dispatcher and cabin crew prior to passengers boarding
4.1.6 Show awareness of the overall boarding procedure
4.1.7 Explain what action to take when dealing with passengers without appropriate boarding
documents
4.1.8 Necessary checks to be made at gate

4.1.9 Seating and baggage procedures
4.1.10 How and when to liaise with dispatcher and cabin crew
4.1.11 Boarding information and practice
4.1.12 How to deal with passengers who are unfit or incapable of air travel
Passengers: adults; children; unaccompanied children; passengers with special needs

Document checks: passports; name; validity; visa; signature; photograph; mutilation; boarding pass;
flight number; date; destination
Seating: seat allocation at check-in; re-allocation of seating at gate for late arriving
passengers
Hand baggage: weight and size allowance; additional items allowed/not allowed, unacceptable
cabin baggage
Unacceptable
baggage/equipment: surrendered to the Airport Passenger Services Agent, tagged and placed in
aircraft hold
Liaise: regarding when to board; how to board; missing passengers; re-allocation of
seats; special requirements of passengers
Boarding
procedure: announcements and pre-boarding; action taken when passenger incapable of air
travel
Tel: 0191 239 8000
Section 3 29
Element 4.2: Accurate and effective communication by the airport passenger

service agent
Learning Outcomes
4.2.1 Communicate courteously with passengers when giving guidance and advice
4.2.2 Respond promptly to requests from passengers
4.2.3 Offer clear and accurate information face to face and when using the public information/address
system
4.2.4 Demonstrate how to operate communication equipment correctly
4.2.5 Identify potential barriers to communication
4.2.6 Effective communication techniques

4.2.7 Information which may be provided to passengers and colleagues
4.2.8 Public announcement techniques
4.2.9 How to use appropriate verbal and non-verbal communication skills
4.2.10 Barriers to communication
4.2.11 How to overcome barriers to communication
Information: boarding time; hand baggage; standby passengers; priority passengers; delays;
missing passengers
Communication
equipment: to include: telephone; radio; public information/address systems
Barriers: language; nervous flyers; missing passengers; special needs; intoxicated
passengers
Verbal: words; tone; volume; inflection; speed; non-discriminatory language
Non-verbal: demeanour; expression; posture; eye contact; recognition of personal space
Tel: 0191 239 8000
30 Section 3

(Continued)
Element 4.3: Closure of the flight and the boarding process by the airport
Learning Outcomes
4.3.1 Demonstrate passenger reconciliation

4.3.2 Explain the importance of passenger reconciliation
4.3.3 Explain the steps to be taken to locate and find missing passengers at the gate
4.3.4 Describe the procedure for accepting standby passengers at the gate
4.3.5 Explain how and when to safely escort passengers to the aircraft
4.3.6 Liaise with the dispatcher and cabin crew to close the flight
4.3.7 Importance of maintaining customer care throughout the boarding process

4.3.8 Boarding procedures and practices
4.3.9 How to provide standby passengers with guidance regarding baggage and acceptance onto the
flight
4.3.10 How and when to escort passengers to the aircraft
4.3.11 How and when to liaise with the dispatcher and cabin crew
Passenger
reconciliation: security numbers; total on board; security; pulling of board passes; usage of
manual/computerised systems
Steps: cross check of boarding cards; announcements; check with executive lounges;
details from check-in; liaise with dispatcher/cabin crew
Procedure: checks; documents; ticket; baggage acceptance; type of standby passenger
Safely escort
passengers: safety of passengers; safety of airport passenger services agent; use of safety
equipment and safety clothing; hazardous areas; local procedures for transferring
passengers to aircraft by bus or on foot
Liaise: total on board; cross checks completed; gate closed; flight closed; documentation
to be completed
Customer care: maintaining communication throughout boarding procedure; use of PA at
departure gate; boarding routine; care of passengers delayed at boarding gate
Tel: 0191 239 8000
Section 3 31

Role play/observation:
Types of evidence: Role play / simulated activity

Learning Outcome: 4.1.1 – 4.1.6; 4.1.8 – 4.1.11
Additional information: Detailing pre-boarding checks, documents required and baggage considerations
Questioning:
Types of evidence: Oral/written questioning

questions covering ensuring passengers are dealt with using the appropriate manner and actions
Activity:
Types of evidence: Observation/simulated activity/role-play

Additional information: Demonstrating effective methods of gaining information, communicating
(both verbal and non-verbal) and using the appropriate equipment
Report:

Additional information: Candidates could produce a short report on communication barriers,
overcoming these and effective techniques which could be used
Tel: 0191 239 8000
32 Section 3

(Continued)
Internal Assessment Guidance - Unit 04 (continued):

Candidate Report and Observation:
Types of evidence: Assessor witness statements / observation / simulation / role-play

Learning Outcome: 4.3.1 – 4.3.6; 4.3.7 – 4.3.11
Additional information: If candidates are also undertaking an appropriate work placement, the
candidate can demonstrate the learning outcomes in the following ways:
Learning outcomes 4.3.1 – 4.3.6: observation
Learning outcomes 4.3.7 – 4.3.11: work based logbook
If candidates are not completing a work placement the learning outcomes could be demonstrated using
the following methods:
Learning outcomes 4.3.1 – 4.3.4; 4.3.6; 4.3.9; 4.3.11: simulation / role play
Learning outcomes 4.3.5; 4.3.7; 4.3.10: oral / written questioning
Learning outcomes 4.3.8: a short report / list of boarding procedures
Tel: 0191 239 8000
Section 3 33
Unit 05 Identify the procedures for decontrolling aircraft passengers

(T/500/1231)
Element 5.1: Identify the procedures performed by the airport passenger

service agent
Learning Outcomes
5.1.1 Describe the meaning of decontrolling and why this might occur
5.1.2 Explain 3 incidents of decontrolling that passengers could be involved in
5.1.3 Identify the actions to be taken by an airport passenger services agent when assisting passengers
during decontrolling
5.1.4 Explain the procedure when passengers are denied boarding
5.1.5 What decontrolling means

5.1.6 The different situations relating to decontrolling
5.1.7 The actions to be taken by an airport passenger services agent
Decontrolling: returning passengers from the gate; denied boarding

Incidents: missed flight; intoxication; wrong flight; delayed and cancelled flight; sudden
illness or injury
Actions: communication with colleagues; announcements; in-transit; reconciliation; return
to landside
Procedure: establish reason; liaise with ramp and dispatcher; escort passenger; baggage
handling; duty/tax free; immigration; any coach transfer; vouchers
Tel: 0191 239 8000
34 Section 3
Unit 05 Identify the procedures for decontrolling aircraft passengers

(T/500/1231) (Continued)

Action plan:
Types of evidence: Action plan

Additional information: Candidates should produce 3 action plans, detailing 3 different incidents
(examples are detailed in the range), actions taken and procedures that should be followed
Tel: 0191 239 8000
Section 3 35
Unit 06 Procedures involved in disembarkation of airline passengers

(A/500/1232)
Element 6.1: Describe the duties of the airport passenger service agent
when meeting an arriving aircraft
Learning Outcomes
6.1.1 Describe the duties of the personnel involved with the arrival of an aircraft
6.1.2 Draw a flowchart of the different channels used for inbound passengers
6.1.3 Explain the brief for an airport passenger services agent for an arriving aircraft
6.1.4 Explain how to safely escort passengers from the aircraft to the terminal
6.1.5 Role of the airport passenger services agent when meeting an arriving aircraft
6.1.6 General layout of an airport arrivals terminal
6.1.7 Contents of the brief for the airport passenger services agent prior to meeting passengers
6.1.8 Health and Safety requirements for going onto the apron/tarmac
6.1.9 Hazardous areas on the apron/tarmac the airport passenger services agent should be aware of
Duties: co-ordination with airline and ancillary services; passenger care; disembarkation
of passengers and baggage
Personnel: dispatcher agent; special assistance agent
Channels: passports; luggage; customs; ancillary services
Brief: select 5 from the following: interpreter; flight number; route; gate; passenger
total; special needs; VIPs; CIPs; unaccompanied minors
Safely escort
passengers: safety of passengers; safety of airport passenger services agent; use of safety
equipment and safety clothing; hazardous areas; local procedures for transferring
passengers from aircraft by bus or on foot
Health and Safety: special clothing; accessories; smoking
Hazardous areas: aircraft engines, wings and sharp/protruding edges
Tel: 0191 239 8000
36 Section 3

Element 6.2: Passengers who require special disembarkation assistance

from the airport passenger service agent
Learning Outcomes
6.2.1 Identify 5 types of passengers who may require special assistance

6.2.2 Give examples of how an airport passenger services agent would assist them
6.2.3 Explain the correct type of assistance for handling wheelchair passengers and those with special needs
6.2.4 Describe the role of the special services department in the case of unaccompanied minors
6.2.5 The different types of passenger that will require special assistance
6.2.6 The importance of customer care and its effect on passengers
6.2.7 The purpose of documentation when handling unaccompanied minors
Special assistance: medical requirements; unaccompanied minors; delayed/late connecting;

immigration refusals; distressed passengers
Assist: select 5 from the following: co-ordination with: airline; airport authorities;
medical services; immigration authorities; special service departments;
wheelchair; motorised buggy; provide escort to gate
Special Services
Department: nanny; documentation
Effect on
passengers: positive and negative
Documentation: unaccompanied minors; onward tickets for transferring passengers; MATOs
(Meal and Transport Orders)
Tel: 0191 239 8000
Section 3 37
Element 6.3: Dealing with emergencies and documentation by the airport

Learning Outcomes
6.3.1 Explain the airport passenger services agent’s role when dealing with emergencies
6.3.2 Describe the situation when a passenger arriving does not meet the entry requirements
6.3.3 Describe the reasons for a diverted flight and the procedure when meeting the passengers
6.3.4 Emergency procedures

6.3.5 The legal requirements of the UK when a passenger does not meet entry requirements
Emergencies: select 2 from each of the following sections: medical: (contagious disease;
sudden illness; injury; ambulance procedures); security threats: (bomb scare;
other terrorist threat; stowaways); technical threat: (severe weather affecting the
aircraft; fire on aircraft or in terminal; technical problems with the aircraft
causing emergency landing or failure in landing procedure; communication
difficulties between aircraft and air traffic control)
Entry requirements: return ticket; finance; asylum; risk to ground handling company, contagious
illness; restricted produce on person or in baggage
Diverted flight: technical problems; weather; medical emergencies; aggressive or disruptive
passengers
Procedure: coaches; notice board; announcements; immigration; baggage; customs; hotels
Emergency
procedures: to include how to raise an emergency alarm; how to respond to an emergency
alarm; which emergency equipment to use and how to locate and use it
Tel: 0191 239 8000
38 Section 3

Element 6.4: Lost and damaged baggage

Learning Outcomes
6.4.1 List the reasons why the airport passenger services agent would liaise with the baggage
facilities department
6.4.2 Explain the procedure for dealing with a lost baggage situation
6.4.3 Explain the procedure for dealing with a theft from, or damaged baggage
6.4.4 Explain the importance of a Property Irregularity Report and list the information required
6.4.5 Explain the use of a claim form and when a passenger would be expected to complete one
6.4.6 List the reasons that you would refer safety or security concerns regarding a passengers baggage
6.4.7 Reasons and implications when dealing with baggage situations

6.4.8 Contents and need for a Property Irregularity Report
6.4.9 How to process a Property Irregularity Report
6.4.10 Who to contact regarding theft from, lost or damaged baggage
6.4.11 How to handle conflict
6.4.12 How to report security concerns
Reasons: theft; unattended; damaged; lost

Baggage: in terminal; on the aircraft; elsewhere
Lost baggage
procedure: obtain appropriate reference numbers from tickets and baggage tag identification;
use reference numbers in tracking equipment to identify last known point of
baggage or current location; explain lost baggage procedure to passengers;
explain claim forms to passengers and check completed forms; communicate
with appropriate personnel to retrieve lost baggage; send retrieved baggage
on to passenger as soon as possible
Theft from, or
damaged baggage
procedure: identify baggage using baggage tag identification; inspect baggage for alleged
theft or damage; explain claims procedure to passengers and inspect their
completed claim forms; process internal paperwork relating to damage
Property
Irregularity Report: all information as required on the form
Tel: 0191 239 8000
Section 3 39

Diagram:
Types of evidence: Flow chart

Additional information: A flow chart detailing the different channels used for inbound passengers,
and how this relates to the layout of airport terminals
Discussion:
Types of evidence: Group discussion

Learning Outcome: 6.1.1; 6.1.3; 6.1.4; 6.1.5; 6.1.7
Additional information: The group should discuss the duties of an Airport Passenger Services Agent
when an aircraft arrives, including the brief they would receive and how to safely escort passengers
Report:

Additional information: Short report on Health and Safety requirements for going onto the
apron/tarmac and any hazardous areas that they need to be aware of
Activity:
Types of evidence: Simulated activity

Learning Outcome: 6.2.3
Additional information: Demonstrate the correct type of assistance used for wheelchair passengers and/or
passengers with special needs
Questioning:
Types of evidence: Oral/written short answer questions

Additional information: Candidates should respond to oral questioning or fill out short questionnaires
covering communication barriers, overcoming these and effective techniques which could be used to
identify 5 different types of passengers who may require special assistance, the assistance required and
the importance of customer care
Tel: 0191 239 8000
40 Section 3

Internal Assessment Guidance - Unit 06 (continued):

Report:

Additional information: Role of special services department and documentation required when
handling unaccompanied minors
Report:

Additional information: Explaining the role of an Airport Passenger Services Agent in dealing with
emergencies and the procedures which should be followed
Report:

Additional information: Describe the legal requirements of the UK and situation if passenger does not
meet entry requirements
Discussion:
Types of evidence: Discussion

Additional information: Discuss the reasons for a flight being diverted and procedures relating to this
Product:
Types of evidence: Discussion

Additional information: The group should discuss why the Airport Passenger Services Agent would liase
with the baggage facilities department
Tel: 0191 239 8000
Section 3 41
Product:
Types of evidence: Flowchart

Learning Outcome: 6.4.2; 6.4.3; 6.4.5; 6.4.7; 6.4.10
Additional information: Candidates should produce a flowchart detailing the procedures of lost and/or
theft from lost/damaged baggage
Questioning:
Types of evidence: Oral/written short answer questions

questions covering the use and processing of Property Irregularity Reports and how to handle conflict
Product:

Additional information: Candidates should detail how to report on safety/security concerns regarding
passenger baggage
Tel: 0191 239 8000
42 Section 4
As far as possible, NCFE’s policy is to indicate to centres which internal assessment components from
the Key Skills qualifications may realistically be achieved through this qualification. In addition to the
portfolio of evidence, candidates must also achieve the relevant Key Skills external assessment paper
before applying for certification. Once a whole Key Skills qualification has been assessed and achieved
it will be possible to apply to NCFE for accreditation. The following information in this section indicates
where, within this qualification, candidates may generate evidence towards aspects of Key Skills internal
assessment. There is an indication whether each piece of evidence is intrinsic or requires some further
activity.
This qualification is mapped to the 2004 Key Skills standards. The complete standards and guidance
documents are available from the QCA website (www.qca.org.uk/qualifications/types/6507.html).
In general the aim has been to target Level 2 Key Skills although work can be designed for other
levels, depending on the needs of individual candidates or groups.
Key Skills Centre Support Packs are available from the Customer Support team at NCFE. These packs
running Key Skills.
Centres who are approved to run Key Skills through NCFE will receive their first copy of this pack free
of charge; for additional copies, or for non-approved centres, a charge will apply. Details of these
charges can be found in NCFE’s Fees and Pricing document, available from the NCFE website
(www.ncfe.org.uk) or from the Customer Support team at NCFE.
NB The following information in this section indicates where evidence is likely to occur. It is the
Assessor’s role to assess the Key Skills evidence against the criteria
Tel: 0191 239 8000
Section 4 43
Communication (Level 2)
Key Skill Ref: C2.1a
Description: Take part in a group discussion.

Make clear and relevant contributions in a way that suits your purpose and situation; respond
appropriately to others; help to move the discussion forward.
Cross-reference: Candidates could participate in a group discussion as part of evidence for:
1.1.6-1.1.8; 1.2.5; 1.2.6; 6.1.1; 6.1.3 -5; 6.1.7
Key Skill Ref: C2.1b
Description: Give a talk of at least 4 minutes.

Speak clearly in a way that suits your subject, purpose and situation; keep to the subject and structure
your talk to help listeners follow what you are saying; use appropriate ways to support your main
points.
Cross-reference: Opportunities exist throughout the qualification, specific examples of learning
outcomes which it could be related to are: 1.2.6; 1.3.5; 1.3.6; 2.2.3; 2.3.7; 3.2.5; 3.4.5; 5.1.1-2; 6.3.3
Key Skill Ref: C2.2
Description: Read and summarise information from at least 2 documents about the same subject. Each
document must be a minimum of 500 words long.
Select and read relevant documents; identify accurately the main points, ideas and lines of reasoning;
summarise the information to suit your purpose.
Cross-reference: Opportunities exist to fulfil these criteria within this qualification, specific examples of
learning outcomes which it could be related to are: 1.3.1-3; 1.3.7-9; 3.4.5
Key Skill Ref: C2.3
Description: Write 2 different types of documents each one giving different information. One document
must be at least 500 words long.
Present relevant information in a format that suits your purpose; use a structure and style of writing
to suit your purpose; spell, punctuate and use grammar accurately and make your meaning clear.
Cross-reference: opportunities exist to fulfil these criteria within this qualification, specific examples of
learning outcomes which it could be related to are: 1.2.2-1.2.6; 1.3.4; 1.3.5; 2.1.2; 2.3.1-11; 3.2.7; 3.4.3;
3.4.4; 4.1.2; 6.1.2; 6.4.1; 6.4.6
Use at least one image either to obtain information or to convey information in your discussion, your
talk or one of the documents you write in order to help the audience/reader understand the points you
are making.
Tel: 0191 239 8000
44 Section 4
Application of Number (Level 2)

Carry through at least one activity that includes tasks for all 3 of N2.1, N2.2 (a, b, c or d) and N2.3*
Overall, through one or more activities you must:
ᔢ Use 2 different sources which include material containing a chart or graph (N2.1)
ᔢ Do calculations for a, b, c and d (N2.2)
ᔢ Present findings in 2 different ways using charts, graphs or diagrams (N2.3)
Key Skill Ref: N2.1
Description: Interpret information from a suitable source.

Choose how to get the information you need to meet the purpose of your activity; obtain relevant
information; choose appropriate methods to get the results you need
Cross-reference: 2.1.4; 2.3.3; 3.2.5; 3.2.6
Key Skill Ref: N2.2
Description: Use your information to carry out calculations to do with:

a) amounts or sizes
b) scales or proportion
c) handling statistics
d) using formulae
Carry out calculations clearly showing your methods and levels of accuracy, check your methods to
identify and correct any errors, and ensure your results make sense
Cross-reference: 2.1.4; 2.3.3; 2.3.6; 3.2.5; 3.2.6
Key Skill Ref: N2.3
Description: Interpret the results of your calculations and present your findings.
Select effective ways to present your findings; present your findings clearly using a chart, graph or
diagram and describe your methods; use more than one way of presenting your findings; describe what
your results tell you and how they meet your purpose
Cross-reference: 2.1.4; 2.3.3; 3.2.6
*If you need to carry out additional activities to meet all the requirements of N2.2 (a, b, c, d) each
activity must include tasks for N2.2 and N2.3 or N2.1 and N2.2.
Tel: 0191 239 8000
Section 4 45
Information and Communication Technology (Level 2)

Overall, through 2 or more activities, you must:
ᔢ include at least one ICT-based information source
ᔢ include at least one non-ICT-based information source
ᔢ use at least one example of text, one example of image and one example of number
ᔢ present evidence of purposeful use of email
Key Skill Ref: ICT2.1
Description: Search for and select information to meet your needs. Use different information sources
for each task and multiple search criteria in at least one case
Select information relevant to the tasks.
Cross-reference: opportunities to achieve this criterion exist throughout element 1.1 and in the
following learning outcomes: 1.1.1-1.1.3; 1.3.1-1.3.3; 2.1.3; 2.2.2; 2.3.1-2.3.3; 3.2.1-3.2.3
Description: Enter and develop the information to suit the task and derive new information.
Enter and combine information using formats that help development; develop information and derive
new information as appropriate
Cross-reference: 1.1.1-1.1.3; 1.3.1-1.3.3; 2.1.3; 2.2.2; 2.3.1-2.3.3; 3.2.1-3.2.3
Description: Present combined information such as text with image; text with number; image with
number.
Develop the presentation so that the final output is accurate and shows consistent use of formats; use
layout appropriate to the types of information
Cross-reference: 2.1.4; 2.3.3; 3.2.6
Tel: 0191 239 8000
46 Section 4
Working with Others (Level 2)

Provide at least 2 examples of meeting the standard for WO2.1, WO2.2 and WO2.3. One example must
show you can work in a group or team situation.
Key Skill Ref: WO2.1
Description: Plan work with others

Identify what you need to achieve together; share relevant information to identify what needs to be
done and individual responsibilities; confirm the arrangements for working together
Cross-reference: Competence in this unit could be demonstrated by planning, implementing and
evaluating activities in a group situation throughout the qualification. For example 1.2.5; 1.2.6; 6.1.1;
6.1.3-7; 3.4.4; 3.4.8
Description: Work cooperatively towards achieving the identified objectives

Organise and carry out tasks safely using appropriate methods to meet your responsibilities; support
cooperative ways of working to help achieve the objectives for working together; check progress, seeking
advice from an appropriate person when needed
evaluating activities in a group situation throughout the qualification. For example 1.2.5; 1.2.6; 6.1.1;
6.1.3-7; 3.4.4; 3.4.8
Description: Review your contributions and agree ways to improve work with others
Share relevant information on what went well and less well in working with others; identify your role in
helping to achieve things together; agree ways of improving your work with others
evaluating activities in a group situation throughout the qualification. If candidates have completed a
group presentation for learning outcomes 3.4.4 and 3.4.8 they can evaluate how the team has worked
together and agree on methods for improvement
Tel: 0191 239 8000
Section 4 47
Improving own Learning and Performance (Level 2)

Provide at least 2 examples of meeting the standard for LP2.1, LP2.2 and LP2.3 (each example should
cover at least 2 targets). Overall, show you can use at least 2 different ways of learning to improve your
performance.
Key Skill Ref: LP2.1
Description: Help set targets with an appropriate person and plan how these will be met
Provide information to help set realistic targets for what you want to achieve; identify clear action
points for each target and how you will manage your time; identify how to get the support you need
and arrangements for reviewing your progress
Cross-reference: Competence in this unit will be demonstrated throughout the qualification
Templates for capturing this evidence are included in the NCFE Key Skills Centre Support Pack
Description: Take responsibility for some decisions about your learning, using your plan to help meet
targets and improve your performance
Use your action points to help manage your time well; revising your plan when needed; choose ways
of learning to improve your performance, working for short periods without close supervision; identify
when you need support and use this effectively to help you meet targets
Description: Review progress with an appropriate person and provide evidence of your achievements
Identify what you learned, and how you have used your learning in another task; identify targets you
have met and evidence of your achievements; identify ways you learn best and how to further improve
your performance
Tel: 0191 239 8000
48 Section 4
Problem-Solving (Level 2)
Provide at least 2 examples of meeting the standard for PS2.1, PS2.2 and PS2.3. Each example should
cover a different problem and identify at least 2 different ways of tackling it (for PS2.1).
Key Skill Ref: PS2.1
Description: Identify a problem, with help from an appropriate person, and identify different ways of
tackling it
Provide information to help identify a problem, accurately describing its main features; identify how
you will know the problem has been solved; come up with different ways of tackling the problem
Cross-reference: 3.1.4; 3.1.5; 3.1.8; 3.1.9; 3.2.7; 3.2.10; 4.1.4; 4.1.7; 4.1.12; 4.2.5; 4.3.3; 5.1.3; 5.1.4;
6.3.2; 6.4.2; 6.4.3
Description: Plan and try out at least one way of solving the problem
Confirm with an appropriate person how you will try to solve the problem; plan what you need to do,
identifying the methods and resources you will use; use your plan effectively, getting support and
revising your plan when needed to tackle the problem
Cross-reference: Competence in this unit could be demonstrated throughout this qualification by
planning, implementing and evaluating, this could be applied to all the learning outcomes detailed
above: 3.1.4; 3.1.5; 3.1.8; 3.1.9; 3.2.7; 3.2.10; 4.1.4; 4.1.7; 4.1.12; 4.2.5; 4.3.3; 5.1.3; 5.1.4; 6.3.2; 6.4.2;
6.4.3
Description: Check if the problem has been solved and identify ways to improve problem-solving skills
Check if the problem has been solved accurately using the methods you have been given; describe
clearly the results, including the strengths and weaknesses of how you tackled the problem; identify
ways of improving your problem-solving skills
Cross-reference: Competence in this unit could be demonstrated throughout this qualification by
planning, implementing and evaluating: this could be applied to all the learning outcomes detailed
above: 3.1.4; 3.1.5; 3.1.8; 3.1.9; 3.2.7; 3.2.10; 4.1.4; 4.1.7; 4.1.12; 4.2.5; 4.3.3; 5.1.3; 5.1.4; 6.3.2; 6.4.2;
6.4.3
Tel: 0191 239 8000
Section 5 49
Links to National Occupational Standards
This qualification has been mapped against the relevant National Occupational Standards (NOS) in
Aviation Operations on the Ground. This also means that by studying this qualification candidates may
be able to gather evidence which could be used towards the knowledge requirements of a particular
NVQ/SVQ or other qualification as appropriate.
NB Accreditation of Prior Learning is entirely at the discretion of the NVQ/SVQ awarding centre which must
be satisfied that the evidence meets the requirements of the NVQ/SVQ. Where APL is to be used extensively
(ie for a whole unit or more) centres must ensure that advice is given by a qualified APL Advisor.
National Occupational Standards for Aviation Operations on the Ground

Unit 01 Recognise airside hazards and minimise risks
Unit 02 Contribute to the maintenance of aviation health, safety and security
Unit 12 Carry out effective aviation communication and information transfer
Unit 15 Identify and resolve aviation problems
Unit 23 Check-in aviation passengers and luggage
Unit 24 Receive, call and escort passengers to aircraft
Unit 25 Handle reports of lost or damaged baggage
Unit 46 Provide ticket desk services
Unit 49 Deliver reliable customer service
NCFE Unit No. NCFE Element Related Unit and Element of NOS
and Title Title
Unit 02 Understand airport 2.1 Show awarness of 12.1.7; 12.1.c; 12.1.d; 12.1.e
knowledge required by the international airport/
Airport Passenger Service Agent airline communication
terms
2.2 Identify airport 12.1.c; 24.1.b; 24.1.g
terminology required
for special assistance
Unit 03 Deal effectively with 3.1 Airport passenger 24.1.1 – 24.1.8; 24.1.a; 24.1.c; 24.1.d;
the processing of aircraft service and care 24.1.e; 24.1.f
passengers
3.2 Passenger check-in 23.1.2; 23.1.3; 23.1.11; 23.1.b; 23.1.d;
process 23.1.e; 23.2.1 – 23.2.6; 23.2.a; 23.2.b;
23.2.c; 23.2.e; 23.2.f; 24.1.2; 24.1.3; 24.1.5;
24.1.a; 24.1.c; 24.1.f
3.3 Understanding the 23.1.f; 24.1.b; 24.1.g
requirements of the
special needs passenger
3.4 Carriage of 23.2.a
dangerous articles and
animals
Tel: 0191 239 8000
50 Section 5
Links to National Occupational Standards (continued)
NCFE Unit No. NCFE Element Related Unit and Element of NOS
and Title Title
Unit 04 Identify the boarding 4.1 Identify the 23.1.1; 23.1.2; 23.1.6; 23.1.11; 23.1.g;
procedure for aircraft importance of pre- 23.2.e; 23.2.f; 46.1.1; 46.1.d; 24.1.1;
passengers boarding checks by 24.1.2; 24.1.3; 24.1.5; 24.1.a; 24.1.c;
the airport passenger 24.1.d; 24.1.e
services agent
4.2 Accurate 49.1.1; 23.1.1; 23.1.5; 23.1.7; 12.2.2;
and effective 12.2.4; 12.2.5; 12.2.7; 23.2.2; 46.1.1; 46.2;
communication by the 12.1.1 – 12.1.5; 12.1.a; 12.1.b
airport passenger
services agent
4.3 Closure of the flight 23.1.1; 23.1.6; 24.2.1 – 24.2.4; 24.2.a;
and the boarding 24.2.c; 24.2.e; 24.2.f; 24.2.g
process by the airport
passenger services
agent
Unit 05 Identify the procedures 5.1 Identify the 25.1.e; 25.1.f; 25.1.g; 25.2.d; 25.2.e;
for decontrolling aircraft procedures performed 25.2.g; Unit 15
passengers by the airport passenger
services agent
Unit 06 Procedures involved 6.1 Describe the duties Element 1.2; 2.1.1; 2.1.2; 2.1.4; 2.1.a; 2.1.c
in disembarkation of airline of the airport passenger
passengers services agent when
meeting an arriving
aircraft
6.4 Lost and damaged 25.1.4; 25.1.5; 25.1.7; 25.1.9; 25.1.10;
baggage 25.1.a – 25.1.g;
25.2.4; 25.2.5; 25.2.8; 25.2.a – 25.2.g;
23.1
Tel: 0191 239 8000
Appendix A 51
Qualification Centre Approval Procedure
Centre downloads relevant approval form

(from NCFE website or requests a copy from NCFE)
Centre completes, signs and returns

approval form to NCFE
Centre approved
Existing centre by another New centre
Awarding Body
NCFE undertakes office No Is an approval Yes NCFE appoints Approval

review of application visit required? Advisor to carry out visit
NCFE notifies centre if more

information is required
Approval Advisor reports

Centre sends information
back to NCFE
Centre advised if approval

is recommended or not
Tel: 0191 239 8000
52 Appendix B
Candidate Registration and Certification Procedure
Centre forwards candidate registration details to NCFE
On receipt, NCFE invoices centre for registration fee per candidate
NCFE processes candidate information and produces:

– Certificate Claim Form
– Candidate Status Report
NCFE sends Candidate Status Report to External Moderator

to notify of activity at centre
External Moderator contacts centre to arrange visit,

as appropriate, and reports back to NCFE
Internal Moderator signs Certificate Claim Form for successful

candidates and External Moderator countersigns
NCFE issues certificates for successful candidates.
Tel: 0191 239 8000
Appendix C 53
Glossary of Terms
Accreditation of Prior Learning (APL) is the name given to the process of recognising a learner’s
previous achievement or learning experiences. This usually enables learners to move directly to the
assessment stage of a qualification, or unit, without duplicating the learning process.
Assessors deliver NCFE qualifications and carry out assessment to ensure that learners meet the
requirements of the qualification. For details of staffing resources required for this qualification, please
refer to NCFE’s Occupational Competence Guidelines, available from the NCFE website (www.ncfe.org.uk)
or from the Centre Support team at NCFE.
Centres are organisations who are approved to offer one or more NCFE qualifications or other products.
Centre Support Guide is a document produced by NCFE which explains everything you need to know
from how to apply to become an NCFE approved centre to claiming certificates for your learners, and
everything in between.
Directory of Products and Services is a document which provides an overview of all NCFE’s
qualifications and national awards and is for curriculum planning purposes.
External Moderators are appointed, trained and monitored by NCFE and are responsible for monitoring
and sampling candidates’ evidence to ensure that internal assessment decisions are valid, reliable, fair
and consistent with national standards.
Fees and Pricing is issued to centres once a year and outlines all NCFE’s fees and charges by academic
year.
Guided Learning Hours give an indication of the amount of contact time learners are expected to be
given with the Assessor while undertaking a qualification.
Internal Assessment is the process by which internal centre staff assess candidates’ achievement of the
learning outcomes of the qualification, normally based on a portfolio of evidence. These assessment
decisions are then internally and externally moderated.
Internal Moderators monitor the Assessor’s assessment practice and procedure by sampling assessments
and also ensure that the Assessors carry out their roles appropriately and are appropriately trained.
Key Skills Centre Support Packs are available from the Centre Support team at NCFE. These packs
running Key Skills.
National Awards are NCFE programmes which provide progression into those qualifications which sit
within the National Qualifications Framework. They are assessed internally by centre staff and externally
verified by NCFE.
Tel: 0191 239 8000
54 Appendix C
Glossary of Terms
National Occupational Standards (NOS) are the identified skills and competences needed by UK
industry and form the basis of National Vocational Qualifications (NVQs) and vocationally-related
qualifications.
National Qualifications Framework (NQF) is a framework of levels and categories of qualifications,
which have been accredited by QCA, and which enable recognition of achievement and facilitate
career progression.
Occupational Competence Guidelines is a document providing guidance on the experience
and qualifications needed to deliver and assess particular NCFE qualifications and awards.
Portfolio is a structured collection of evidence which demonstrates candidates’ performance against
the standards in the qualification or award they are working towards.
Qualifications and Curriculum Authority (QCA) is the government body in England which approves
awarding bodies to offer qualifications in the National Qualifications Framework and accredits the
qualifications. There are similar bodies for wales, Northern Ireland and Scotland.
Range is the breadth of skills and knowledge learners must have and the situations in which they may
display these skills or knowledge. The range statements are indicated in bold text within the learning
outcomes.
Sector Skills Councils (SSCs) are government-recognised employer-based organisations representing
various industry sectors which, among other things, have responsibility to develop national occupational
standards.
Skills for Life are a set of generic skills developed by QCA, ACCAC and CCEA, which are designed to help
individuals improve their performance in a variety of contexts. The 6 Key Skills are: Communication;
Application of Number; Information and Communication Technology; Working with Others; Improving
Own Learning and Performance; Problem Solving.
All NCFE qualifications provide opportunities for generating evidence towards achievement of some,
or all, of the Key Skills.
Unit/Learning Outcome: Each NCFE qualification is made up of a number of units. These are broken
down into a number of learning outcomes. Learning outcomes consist of the skills and knowledge
learners must successfully demonstrate in order to achieve the qualification.
Tel: 0191 239 8000
55
Notes
Tel: 0191 239 8000
56
Notes
Tel: 0191 239 8000
57
Contact Us
Any enquiries relating to this qualification should be addressed to:
NCFE
Citygate
St James’ Boulevard
Newcastle upon Tyne
NE1 4JE
Tel: 0191 239 8000
Fax: 0191 239 8001
Website: www.ncfe.org.uk
Equal Opportunities
NCFE fully supports the principle of equal opportunities and opposes all unlawful or unfair
discrimination on the grounds of ability, age, colour, culture, disability, domestic circumstances,
employment status, gender, marital status, nationality, political orientation, racial origin, religious
beliefs, sexual orientation and social background.
NCFE aims to ensure that equality of opportunity is promoted and that unlawful or unfair
discrimination, whether direct or indirect, is eliminated both in its own employment practices,
and in access to its qualifications.
A copy of NCFE’s Equal Opportunities Statement is available on request.
Data Protection
NCFE is registered under the Data Protection Act and committed to maintaining the highest possible
standards when handling personal information.
NCFE is a registered charity (Registered Charity No. 1034808) and a company limited by guarantee
(Company No. 2896700).
All the material in this publication is copyright.
© NCFE Issue 2, September 2008.
All information contained in this publication is correct at the time of printing.
Tel: 0191 239 8000
Other NCFE qualifications in the Leisure, Travel and Tourism sector include*:
NCFE Level 3 Certificate in Advanced Fitness Instructing

NCFE Level 2 Certificate for Airline Cabin Crew
NCFE Level 2 Certificate in Airport Operations
NCFE Level 3 Certificate in Airport Operations
NCFE Level 2 Certificate in Customer Service for Hospitality, Leisure, Travel and Tourism
NCFE Level 3 Certificate in Event Management
NCFE Level 2 Certificate in Event Planning
NCFE Level 2 Certificate for Event Stewards
NCFE Level 1 Certificate in Exercise Studies
NCFE Level 2 Certificate in Fitness Industry Studies
NCFE Level 2 Certificate in Fitness Instructing
NCFE Level 2 Certificate in Improving Personal Exercise and Nutrition
NCFE Level 2 Certificate in Motorsport Operations
NCFE Level 1 Certificate in Motorsport Scrutineering
NCFE Level 2 Certificate in Outdoor Activity Leadership
NCFE Level 3 Certificate for the Outdoor Industry
NCFE Level 1 Certificate in Personal Development for the Outdoor Industry
NCFE Level 2 Certificate for Resort Representatives
NCFE Level 1 Certificate in Sport and Leisure Studies
NCFE Level 2 Certificate in Sports Coaching
NCFE Level 2 Certificate in Sustainable Tourism
NCFE Level 3 Certificate in Sustainable Tourism
NCFE Level 3 Certificate in Tour Management
NCFE Level 1 Certificate in Travel
NCFE Level 2 Certificate in Travel and Tourism
NCFE Level 3 Certificate in Travel and Tourism Management
* Please note, these qualifications and titles are correct at time of printing.
www.ncfe.org.uk Where Service Matters

Registered Charity 1034808
Company No. 2896700

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LEISURE, TRAVEL AND TOURISM

NCFE LEVEL 2 CERTIFICATE

QCA Qualification Accreditation Numbers 100/6050/9 Issue 2 SEPTEMBER 2008

Where Service Matters

Customer Service - the NCFE way

Accreditation and Certification End Dates

How to Give us Your Comments

Status in Wales and Northern Ireland

Links to Skills for Life

Links to National Occupational Standards

Centre Approval Requirements

Support for Centres and Learners

Assessor/Internal Moderator Training:

Assessment and Moderation

Assessment and Moderation

Achieving the NCFE Level 2 Certificate for Airport Passenger

Structure and Content of the Qualification

This section provides the structure and content of the qualification.

Structure and Content of the Qualification

Understand airport knowledge required by the Airport Passenger Service Agent

Identify the procedures for decontrolling aircraft passengers

Structure and Content of the Qualification

Unit Summaries (Continued)

Procedures involved in disembarkation of airline passengers

Element 1.1: Research the role of the ground handling company

1.1.1 Identify 2 UK based ground handling companies

What the candidate must know:

1.1.7 2 UK based ground handling companies

1.2.1 List typical activities of an airport passenger service agent

What the candidate must know:

1.2.7 Typical activities of an airport passenger service agent

Typical activities: check-in agent; gate/boarding agent

What the candidate must know:

Assessment Guidance - Unit 01:

Types of evidence: Candidate report;

Types of evidence: Job description;

Types of evidence: Discussion;

Types of evidence: Short report;

Types of evidence: Completed Job application form and Curriculum Vitae

Real or simulated activity:

Types of evidence: Simulated activity; observation

Types of evidence: Product;

Unit 02 Understand airport knowledge required by the Airport Passenger

Element 2.1: Show awareness of international airport/airline

What the candidate must know:

Element 2.2: Identify airport terminology required for special assistance

2.2.1 Identify passengers requiring special assistance

What the candidate must know:

2.2.4 Terminology used to identify passengers requiring special assistance

Unit 02 Understand airport knowledge required by the airport passenger

Element 2.3: Understanding different airline types

2.3.1 Identify 3 UK based airlines of different types

What the candidate must know:

2.3.8 3 UK based airlines

Types: low cost; charter; scheduled

Assessment Guidance - Unit 02:

Types of evidence: Role play or simulated activity