Airport security screening

Airport Passenger Services

Toll offers a full suite of airline passenger services at each capital city airport in Australia.

Through our specialist arm, we also provide these services in remote locations with little or no infrastructure.

Our highly trained customer service staff ensure the smooth handling of your passengers with check-in services, baggage services, disruption management and aircraft crewing.

Our airport passenger services include:

Our customer care team will provide a check-in service customised to your airline’s needs including:

  • check in
  • premium passenger handling
  • concierge services
  • ticketing, reservations and service desk
  • management of special needs passengers
  • customer service at arrival and departure gates

We have dedicated baggage services in all major Australian international airports, operated by experienced professionals who make sure the standards of our customer airlines are met. We implement tight controls to ensure speed, accuracy and efficiency in delivering baggage to dedicated carousels.

For outbound baggage, our efficient processing procedures ensure that bags are loaded according to carrier load plans and observe security requirements.

Service Recovery
We have pro-active baggage tracing in place and will provide daily updates to your customers. Our National Customer Service team members (who have access to systems including Zafire, Ultratrack and World Tracer) are available 24/7.

Unaccompanied Baggage
As an IATA approved freight forwarder, we can arrange to have your passengers’ baggage forwarded to their nominated destination using our network of partner airlines. Our specialist staff can organise pick-up, security screening, customs clearance and delivery of unaccompanied baggage.

We understand the impact that delays and disruptions can have on our customers’ business and their passengers. We provide training for our ground staff to handle flight delays and disruptions as efficiently as possible. We also coordinate exercises with our customer airlines to simulate actual scenarios.

In the event of a delay or disruption, our staff will:

  • liaise with airport operations staff to manage aircraft ground operations such as aircraft parking and towing requirements
  • arrange crew and passenger hotel accommodation
  • arrange meal vouchers
  • coordinate crew and passenger transport
  • produce revised loadsheets
  • arrange slot times and communicate with the relevant authorities.
Drawing on our extensive range of contacts with hotels and crew transport service providers, we provide airline crew administration and management. We can arrange everything from crew accommodation, crew transport, hotel liaison, flight disruption management, crew administration and crew indisposition management.
As remote logistics specialists, we’re able to provide stand-alone passenger services and airport ground-handling solutions in locations around the world that lack Level 1 facilities or infrastructure, such as Timor Leste and the Solomon Islands.

Where we operate

We provide our suite of passenger services at each of Australia's capital city airports. We’re also able to offer air passenger services in remote locations anywhere in the world, regardless of infrastructure.