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Airlines & Airport Lounge Service Performance Checklist

This checklist audits full airline and airport lounge operations, passenger experience, service quality, safety compliance, and regulatory adherence for commercial airlines and affiliated airport lounges. It covers the full passenger journey from pre-flight check-in and lounge access to in-flight service and post-flight follow-up for standard auditing.

8 sections · 50 questions

Pre-Flight Check-In & Boarding Experience

  • Are all check-in channels (online, mobile app, airport kiosk, in-person) responsive and fully functional, with in-person check-in completed within 5 minutes per guest?Required
  • Are checked baggage accepted, tagged, and processed promptly, with clear weight and size limits disclosed to passengers before drop-off?Required
  • Are boarding passes issued accurately, with seat assignments, boarding times, and gate information clearly communicated to passengers?Required
  • Is the boarding process organized by zone/group, with priority boarding offered to eligible passengers (first/business class, loyalty program elites, special needs) in accordance with airline policy?Required
  • Are passengers informed of any flight delays, cancellations, or gate changes promptly, with accurate updates provided at least every 15 minutes during extended delays?Required
  • Are travel document requirements (passports, visas, health regulations) clearly communicated to passengers in advance, with verification completed efficiently during check-in?Required

Airport Lounge Access & Welcome Experience

  • Are eligible passengers greeted warmly and acknowledged within 10 seconds of entering the lounge, with access eligibility verified promptly and accurately?Required
  • Are lounge access rules, eligibility criteria, and guest policies clearly posted at the entrance and communicated to passengers without confusion?Required
  • Are first/business class passengers, loyalty program elites, and premium cardholders offered priority access and personalized recognition upon entry?Required
  • Are guests accompanied by eligible passengers accommodated in accordance with lounge policies, with any guest fees clearly disclosed upfront?Required
  • Is the lounge entrance clear, unobstructed, and well-signposted, with no long queues or wait times for access during peak hours?Required
  • Are first-time visitors provided with a brief orientation of the lounge facilities, amenities, and food/drink options upon entry?Required

Lounge Facility & Amenity Standards

  • Is the entire lounge area cleaned, sanitized, and well-maintained throughout operating hours, with no spills, debris, or clutter visible?Required
  • Are seating areas comfortable, spacious, and well-organized, with a mix of quiet work zones, relaxation areas, and family-friendly spaces available?Required
  • Are food and beverage offerings fully stocked and refreshed regularly, with a variety of hot and cold meals, snacks, alcoholic and non-alcoholic drinks available in accordance with the lounge’s standard?Required
  • Are all food and drink items clearly labeled with ingredients, allergen information, and dietary options (vegan, vegetarian, gluten-free) clearly marked?Required
  • Are business facilities (high-speed Wi-Fi, charging ports, printers, meeting rooms) fully functional and available for passenger use, with clear instructions for access?Required
  • Are restrooms, showers, and changing rooms cleaned and sanitized at least once every hour, fully stocked with amenities, and free of odors or mold?Required
  • Are entertainment options (TVs, magazines, newspapers, digital content) available and up to date, with a variety of options to suit passenger preferences?Required

In-Flight Service & Passenger Experience

  • Are passengers greeted by name and escorted to their seats promptly upon boarding the aircraft, with assistance offered for carry-on luggage?Required
  • Is the aircraft cabin clean, well-maintained, and set up in accordance with airline standards before boarding, with no debris, spills, or damaged seats visible?Required
  • Are safety demonstrations and emergency instructions delivered clearly, accurately, and in accordance with regulatory requirements before takeoff?Required
  • Are food and beverage services delivered promptly, with menu options, dietary restrictions, and special requests accommodated in accordance with airline policy?Required
  • Are passenger requests for assistance, additional amenities, or comfort adjustments accommodated promptly and without hesitation by cabin crew?Required
  • Is the cabin temperature, lighting, and noise level managed to ensure passenger comfort throughout the flight, with regular checks by cabin crew?Required
  • Are duty-free shopping, in-flight entertainment, and Wi-Fi services fully functional, with clear pricing and usage instructions communicated to passengers?Required

Baggage & Post-Flight Service Standards

  • Is checked baggage delivered to the baggage claim area promptly, with 90% of bags available within 15 minutes of domestic flight arrival and 30 minutes of international flight arrival?Required
  • Is the baggage claim area well-organized, with clear signage for flight numbers, carousel assignments, and special baggage handling?Required
  • Are lost, damaged, or delayed baggage claims handled promptly and professionally by airline staff, with clear communication of the resolution process and timelines?Required
  • Are passengers provided with clear instructions for baggage recovery, customs clearance, and connecting flights upon arrival at their destination?Required
  • Are special baggage items (sports equipment, musical instruments, fragile items) handled with care and delivered to passengers in the same condition as checked in?Required
  • Is there a clear process for passengers to report lost items on the aircraft or in the airport, with regular follow-up updates provided?Required

Staff Professionalism & Regulatory Compliance

  • Are all airline and lounge staff wearing clean, well-fitting, brand-approved uniforms, with name tags clearly visible?Required
  • Do all staff members maintain a professional, friendly, and empathetic demeanor with passengers, even during high-stress or difficult interactions?Required
  • Are all cabin crew, lounge staff, and ground agents fully trained on airline service standards, safety protocols, and regulatory requirements, with up-to-date certifications on file?Required
  • Is all passenger personal data and travel information handled in compliance with global privacy regulations, with no unauthorised disclosure of sensitive information?Required
  • Does the airline hold all valid and up-to-date operating licenses, safety certifications, and insurance required by international and local aviation authorities?Required
  • Is there a clear system for staff to escalate passenger concerns, complaints, or safety issues to management promptly, with documented resolution processes?Required

Special Assistance & Accessibility Standards

  • Are passengers with disabilities, mobility impairments, or special assistance needs accommodated promptly, with priority check-in, boarding, and deplaning offered in accordance with regulatory requirements?Required
  • Are wheelchair assistance, mobility aids, and accessible seating available and provided to passengers who request them, with no additional fees or restrictions?Required
  • Are unaccompanied minors, elderly passengers, and passengers with cognitive impairments provided with dedicated assistance and supervision throughout their journey?Required
  • Are service animals and emotional support animals accommodated in accordance with airline policy and regulatory requirements, with clear instructions provided to passengers in advance?Required
  • Are all airport facilities, lounges, and aircraft cabins fully accessible for passengers with mobility impairments, in compliance with international accessibility standards?Required
  • Are passengers with dietary restrictions, medical conditions, or special meal requirements accommodated, with advance notice options and clear communication of available options?Required

Passenger Feedback & Issue Resolution

  • Are passengers thanked for their travel and invited to provide feedback on their experience during and after their flight?Required
  • Is a post-flight follow-up message (email, SMS) sent to passengers within 24 hours of their flight arrival, with a link to a short, easy-to-complete satisfaction survey?Required
  • Are all passenger complaints, concerns, or negative feedback addressed promptly, professionally, and with a clear resolution plan, including follow-up with the passenger when appropriate?Required
  • Is passenger feedback reviewed regularly by airline management, with actionable changes made to improve service quality, passenger experience, and operational efficiency?Required
  • Are loyalty program members recognized and rewarded with personalized benefits, upgrades, and exclusive offers tailored to their travel patterns and preferences?Required
  • Are passengers informed about flight changes, travel advisories, and airline promotions via their preferred communication channel, with timely and accurate updates?Required

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