CAPA Ground & Inflight Audits

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CAPA India has the expertise and experience to be able to conduct audits of the customer experience, both in-flight and on-ground, as well as the safety of ground operations.

Customer Experience Audit

Customer experience performance can be audited, both on-ground and in-flight, against corporate benchmarks based on Customer Journey Management. This can also include the Voice of the Customer on their experience across digital, contact centre and retail channels prior to travel. The audit can be tailored to cover the airport experience based on the needs of the client.

Ground Operations Safety

Auditing services are offered to help airlines prepare for a number of the sections included in the IATA IOSA certification program. These can be conducted on a modular or comprehensive basis, with coverage including:

Organisation & Management System
Operations Control & Flight Dispatch
Cabin Operations
Ground Handling Operations
Security Management
Organisation & Management System
  • Management
  • Control
  • Commitment
  • Accountability
  • Communication
  • Provision of Resources
  • Documentation System
  • Record System
  • Safety Management
  • Risk Management
  • Quality Assurance
  • Quality Control of Outsourced Operations
  • Emergency Response & Plan
Operations Control & Flight Dispatch
  • Management
  • Control
  • System overview
  • Accountability
  • Communication process
  • Documentation system
  • Operations manual
  • Records system
  • Training and qualification
  • Flight preparation and planning
  • Aircraft performance and load planning
Cabin Operations
  • Cabin crew requirements
  • Policies and procedures
  • Flight deck coordination
  • Cabin operation policies and procedures
  • Cabin systems and equipment
  • Safety equipment requirements
  • Safety management
  • Training & qualifications
Ground Handling Operations
  • Management and control
  • Accountabilities
  • Authority
  • Responsibilities
  • Resources
  • Documentations
  • Operations manual
  • Record system
  • Safety management
  • Training and qualification
  • SMS training
  • Passenger and baggage handling
  • Airside operations
  • Load control
  • Aircraft loading
  • Ground service equipment
  • Airside event response and reporting
Security Management
  • AOSP Air Operator Security Programme
  • Management and control
  • Authority and responsibility
  • Communications
  • Resources
  • Documentation
  • Records
  • Management review
  • Quality control programmes
  • Operations reporting
  • Training and qualification
  • Security operations
  • Access control
  • Carriage of weapons
  • Passengers, supernumeries and cabin baggage
  • Special category passengers
  • Hold baggage
  • In-flight catering and other supplies
  • General protection
  • Security threat
  • Contingency planning
  • Investigation management

Please contact us on enquiry@capaindia.com for more information or assistance