SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Maintain passenger care and satisfaction

SAQA US ID	UNIT STANDARD TITLE
8685	Maintain passenger care and satisfaction
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 5	Level TBA: Pre-2009 was L5	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2024-06-30		2027-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

The learner assessed as competent against this unit standard will be able to ensure that all passengers are satisfied from embarkation to disembarkation. This includes all aspects of customer care especially dealing with complaints and requests. The value of this competency is that it contributes to continued customer satisfaction, therefore increasing company revenue. This competence will provide the learner with a range of skills which will be portable to other areas of public transport and tourism.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that the learner entering a programme leading to this unit standard communication skills equivalent to NQF Level 4.

UNIT STANDARD RANGE

Guides to the scope and complexity of the specific outcomes and essential embedded knowledge are provided in bullet points beneath each. These are prefaced by "for example" since they are neither comprehensive nor necessarily appropriate to all contexts. Alternatives must however be comparable in scope and complexity.
These are intended only as a general guide to scope and complexity of what is required.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Welcome, receive and seat passengers and guide them to stow hand luggage.

OUTCOME NOTES

For example:

Passengers are seated correctly.

Components of tickets are accurately interpreted.

Luggage is placed in appropriate locations.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed.

They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment.

The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent.

Method of assessment

Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

A range of assessment methods should be used, including:

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Testimony - collect a portfolio of evidence from suitable people (eg. reports from a third party).

Integrated assessment:

It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment 'events'.

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards.

Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment.

SPECIFIC OUTCOME 2

Identify Passenger needs and expectations, including those with specific needs, correctlly

OUTCOME NOTES

Identify Passenger needs and expectations, including those with specific needs, correctly and respond appropriately.

For example:

Passengers are comfortable and satisfied.

Correct verbal and non-verbal communication is used.

Basic rules of etiquette are applied.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

SPECIFIC OUTCOME 3

Use Public Address system for announcements & to convey safety and general information to passengers

OUTCOME NOTES

Use Public Address system for announcements and to convey safety and general information to passengers.

For example:

Pre-flight briefing.

Emergency briefings.

Correct information is given to passengers at the appropriate time.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

SPECIFIC OUTCOME 4

Information on passenger and cargo manifests is correctly interpreted.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

SPECIFIC OUTCOME 5

Apply weight and balance procedures.

OUTCOME NOTES

Apply weight and balance procedures.

For example:

Seating arrangements.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

SPECIFIC OUTCOME 6

Observe passenger behaviour, identify signs of discomfort or distress correctly and act appropriate

OUTCOME NOTES

Observe passenger behaviour, identify signs of discomfort or distress correctly and act appropriately.

For example:

Air rage is responded to appropriately.

Implications of non-adherence are correctly identified.

Fear, illness, air sickness.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

SPECIFIC OUTCOME 7

Apply interpersonal skills and maintain sound interpersonal relations.

OUTCOME NOTES

Apply interpersonal skills and maintain sound interpersonal relations.

For example:

Interact with passengers from same or different culture in a friendly and courteous manner.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Direct observation - watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions.

Product sample - examine the outcomes previously produced by the practitioner.

Simulation of a specific task - set a specific task for the practitioner to demonstrate in a simulated environment.

Questioning (verbal or written) - ask relevant questions linked to the unit standard

Consider a complete activity in the workplace (the 'whole of work' approach) and see which unit standards relate to this activity.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.

Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.

Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQAs policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQAs (including professional bodies); and in terms of the moderation guideline detailed under point 4 immediately below.

Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.

Anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution, which is accredited by the relevant ETQA.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The qualifying learner is able to demonstrate a basic knowledge and understanding of:

1. Boarding procedures.
2. Aircraft layout.
3. The cabin crew's role in the organisation and on the aircraft.
4. Briefing Special Attention Passengers and Able-Bodied Passengers.
5. Briefing procedures for emergency situations.
6. Customs and Immigration legislation and requirements.
7. Handling and addressing VIP's / protocol.
8. Verbal and non-verbal Communication techniques.
9. Conflict management techniques e.g. air-rage.
10. Understanding of customer needs and expectations.
11. Basic rules of etiquette.
12. Appropriate locations for luggage stowage.
13. Correct use of Public Address equipment and language / articulation.
14. Components of passenger tickets and passenger and cargo manifests.
15. Describe ways to obtain customer feedback.
16. Importance of understanding company standards.
17. Procedures dealing with distressed passengers or non-compliance.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Problem solving.

UNIT STANDARD CCFO COMMUNICATING

Communication.

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

Values

Demonstration of the knowledge and skills outlined in this unit standard must be consistent with the principles of:

1. Accepting and maintaining a non-discriminatory attitude towards diversity including for example differences in gender, race, religion, physical ability and culture.

Supplementary Information

This unit standard includes a substantial component of workplace experience which should be assessed appropriately.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Elective	18943	National Certificate: Tourism: Cabin Crew	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2009-01-10	CATHSSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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