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National Certificate in Airport Operations (Level 4) with strands in
Airport Customer Service, Airport Maintenance, and Airport Safety
Level
4
Credits
66
This qualification has been reviewed. The last date to meet the requirements is 31
December 2018.
Transition Arrangements
This qualification has been reviewed and replaced by the New Zealand Certificate in
Airport Operations (Level 4) with strands in Airport Customer Service, Airport
Maintenance, Airport Safety, and Aviation Security [Ref: 2537]
Last date for entry into programmes leading to the replaced qualification is 31 December
2015.
Trainees currently enrolled in programmes leading to the replaced qualification may either
complete the requirements by 31 December 2018 or transfer to the new qualification.
The last date for award of the replaced qualification is 31 December 2018 at which time it
will be designated as discontinued. From that date no results can be reported against the
qualification.
Any trainee enrolled into expiring unit standard 16776 must successfully complete
assessment before 31 December 2017.
For detailed information see Review Summaries on the NZQA website.
NZQF Registration Information
Process
Version
Date
Last Date for Assessment
Registration
Review
Revision
Revision
Review
Review
1
2
3
4
5
6
June 1997
July 2000
June 2002
January 2004
June 2009
January 2015
December 2001
December 2011
December 2011
December 2011
December 2018
December 2018
Standard Setting Body
ServiceIQ
PO Box 25522
Wellington 6146
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
Telephone
Fax
Email
Website
ServiceIQ
SSB Code 9068
0339
Version
6
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0800 863 693
04 817 5399
qualifications@serviceiq.org.nz
www.serviceiq.org.nz
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
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National Certificate in Airport Operations (Level 4) with strands in
Airport Customer Service, Airport Maintenance, and Airport Safety
Level
4
Credits
66
Purpose
The National Certificate in Airport Operations with strands in Airport Customer Service,
Airport Maintenance and Airport Safety [Ref: 0339], is for people working in the airports
division of the aviation industry whose role it is to provide safe and secure airport
operations. The qualification comprises core compulsory standards that recognise the
knowledge and skills common to all sectors of airport operations and the tourism industry.
The strand electives have some degree of commonality to meet the diverse needs of
airports across New Zealand.
The strand in Airport Customer Service recognises the knowledge and skills of people who
provide assistance to airport users. It includes providing customer services and escort
services for people at an airport, and can include processing lost and found property,
controlling the security access points, working in the security incident control room, and
assessing the readiness of the terminal’s services.
The strand in Airport Maintenance recognises the knowledge and skills of people who
assist in the maintenance of airport facilities. It includes operating vehicles, maintaining
safety standards on the apron, controlling any airside construction and maintenance work,
and overseeing the testing of aerodrome pavement and runways. It can also include
regulating the use of vehicles airside, testing and inspecting aerodrome pavements.
The strand in Airport Safety recognises the knowledge and skills of people who provide
operational services at an airport. It includes operating vehicles, maintaining safety
standards on the apron, and controlling any landside construction and maintenance work.
It can also include processing complaints about an aircraft or airport, assessing
operational readiness, and protecting airport users airside.
The qualification may be used as a pathway to the National Diploma in Airport Operations
(Level 5) [Ref: 0514].
Special Notes
It is recommended that prospective candidates hold a current first aid certificate.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
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Credit Range
Core Compulsory
Level 2 credits
Level 3 credits
Level 4 or above credits
Minimum totals
Total with strand
Level 3 credits
Level 4 or above credits
Minimum totals
Total with strand
Airport Customer Service
Strand
Compulsory Elective
2
0-2
4
0-12
5
17-29
11
29
66
5
3
18
26
Airport Maintenance
Strand
Compulsory Elective
3
0-15
18
4-19
21
19
66
Airport Safety Strand
Compulsory Elective
6
0-12
8
14-26
14
26
66
Requirements for Award of Qualification
Award of NQF Qualifications
Credit gained for a standard may be used only once to meet the requirements of this qualification.
Unit standards and achievement standards that are equivalent in outcome are mutually exclusive for the
purpose of award. The table of mutually exclusive standards is provided in section 7 of the New Zealand
Qualifications Authority (NZQA) Rules and Procedures publications available at
http://www.nzqa.govt.nz/ncea/acrp/index.html.
Reviewed standards that continue to recognise the same overall outcome are registered as new versions
and retain their identification number (ID). Any version of a standard with the same ID may be used to meet
qualification requirements that list the ID and/or that specify the past or current classification of the standard.
Summary of Requirements
 Core Compulsory standards
One of the following strands is required
 Airport Customer Service Strand
 Airport Maintenance Strand
 Airport Safety Strand
Detailed Requirements
Core Compulsory
The following standards are required
Humanities > Communication Skills > Interpersonal Communications
ID
Title
Level
9680
Communicate within a specified organisational context
ServiceIQ
SSB Code 9068
2
Credit
3
 New Zealand Qualifications Authority 2016
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Service Sector > Aviation > Airport Operations
ID
Title
Level
Credit
8880
Respond to an airport emergency
4
8
17347
Operate a two-way radio in an airport environment
2
2
17356
Demonstrate knowledge of airport security and apply
security rules at an airport
Demonstrate knowledge of airport geography
4
3
4
3
Level
Credit
3
3
4
4
Level
Credit
4
5
3
2
17357
Service Sector > Tourism > Visitor Services
ID
Title
18226
18365
Demonstrate cross-cultural communication for the
tourism and travel industry
Manage health and safety in a tourism workplace
Airport Customer Service Strand
Meet the requirements of all of the following sets
 Airport Customer Service Compulsory
 Airport Customer Service Elective
Airport Customer Service Compulsory
The following standards are required
Service Sector > Aviation > Airport Operations
ID
Title
8875
8884
Coordinate and facilitate the escort of people at an
airport
Provide information for airport users
Service Sector > Service Sector Skills > Service Sector - Core Skills
ID
Title
Level
Credit
57
Provide customer service in given situations
2
2
376
Employ customer service techniques for differing
customer behaviours in a given situation
3
2
Level
Credit
3
8
Airport Customer Service Elective
A minimum of 29 credits
 Of which a minimum of 17 credits at Level 4 or above
Service Sector > Aviation > Airport Operations
ID
Title
8876
Control access to the security designated areas of an
airport using access control devices
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ID
Title
Level
Credit
8879
3
8
3
4
4
12
4
8
17348
Maintain the security integrity of a security designated
airport
Process complaints about an airport or aircraft
operation
Assess the operational readiness of international airport
terminal services
Assess the operational readiness of domestic airport
terminal services
Operate a vehicle airside on the apron at an airport
3
3
17351
Carry out checks for public safety landside at an airport
3
3
17353
4
4
4
7
4
5
25205
Control construction and maintenance work landside at
an airport
Demonstrate knowledge of, and operate airport security
processes at an airport
Direct operations in an operations control room at an
airport
Process property found at an airport
2
1
25206
Respond to an enquiry about lost property at an airport
2
1
Level
Credit
3
3
8881
8887
8888
25201
25202
Service Sector > Contact Centres > Contact Centre Operations
ID
Title
16776
Communicate with customers from a contact centre
Service Sector > Service Sector Skills > Service Sector - Core Skills
ID
Title
Level
Credit
378
Provide customer service for international visitors
3
3
11818
Enhance work practices by the application of product
and/or service knowledge
3
4
Level
Credit
3
10
Service Sector > Tourism > Visitor Services
ID
Title
23759
Provide customer service experiences in a tourism
workplace
Airport Maintenance Strand
Meet the requirements of all of the following sets
 Airport Maintenance Compulsory
 Airport Maintenance Elective
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Airport Maintenance Compulsory
The following standards are required
Service Sector > Aviation > Airport Operations
ID
Title
Level
Credit
17348
Operate a vehicle airside on the apron at an airport
3
3
17352
4
4
4
4
25203
Control construction and maintenance work airside at
an airport
Maintain safety standards on the apron area of an
airport
Oversee friction testing operation of airport runways
4
5
25204
Oversee aerodrome pavement testing operations
4
5
Level
Credit
3
4
3
8
4
6
11667
Regulate the use of vehicles in controlled movement
areas airside at an airport
Maintain the security integrity of a security designated
airport
Demonstrate knowledge of the management of wildlife
hazards at an airport
Test aerodrome pavement integrity
4
5
11668
Conduct friction testing of airport runways
4
5
11669
Inspect for, identify, and repair aerodrome pavement
defects
Operate a vehicle airside on the manoeuvring area of
an airport
Carry out checks for public safety landside at an airport
4
8
3
4
3
3
Control construction and maintenance work landside at
an airport
Apply safety measures for public protection airside at
an airport
Issue a NOTAM for airport operations services
4
4
3
4
5
4
Determine information needing promulgation and
promulgate airport information
5
8
17355
Airport Maintenance Elective
A minimum of 19 credits
 Of which a minimum of 4 credits at Level 4 or above
Service Sector > Aviation > Airport Operations
ID
Title
8878
8879
11666
17349
17351
17353
17354
25200
25207
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Service Sector > Service Sector Skills > Service Sector - Core Skills
ID
Title
Level
11818
Enhance work practices by the application of product
and/or service knowledge
Credit
3
4
Level
Credit
Airport Safety Strand
Meet the requirements of all of the following sets
 Airport Safety Compulsory
 Airport Safety Elective
Airport Safety Compulsory
The following standards are required
Service Sector > Aviation > Airport Operations
ID
Title
17348
Operate a vehicle airside on the apron at an airport
3
3
17351
Carry out checks for public safety landside at an airport
3
3
17353
Control construction and maintenance work landside at
an airport
Maintain safety standards on the apron area of an
airport
4
4
4
4
Level
Credit
Control access to the security designated areas of an
airport using access control devices
Regulate the use of vehicles in controlled movement
areas airside at an airport
Maintain the security integrity of a security designated
airport
Process complaints about an airport or aircraft
operation
Provide operational services to an aircraft at an airport
3
8
3
4
3
8
3
4
5
12
Assess the operational readiness of an airport with
sealed movement areas
Assess the operational readiness of an airport with
grass movement areas for domestic movements
Assess the operational readiness of international airport
terminal services
Assess the operational readiness of domestic airport
terminal services
5
15
4
12
4
12
4
8
17355
Airport Safety Elective
A minimum of 26 credits
 Of which a minimum of 14 credits at Level 4 or above
Service Sector > Aviation > Airport Operations
ID
Title
8876
8878
8879
8881
8882
8885
8886
8887
8888
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ID
Title
Level
Credit
11666
Demonstrate knowledge of the management of wildlife
hazards at an airport
Operate a vehicle airside on the manoeuvring area of
an airport
Control construction and maintenance work airside at
an airport
Apply safety measures for public protection airside at
an airport
Issue a NOTAM for airport operations services
4
6
3
4
4
4
3
4
5
4
Demonstrate knowledge of, and operate airport security
processes at an airport
Direct operations in an operations control room at an
airport
Determine information needing promulgation and
promulgate airport information
4
7
4
5
5
8
17349
17352
17354
25200
25201
25202
25207
Service Sector > Service Sector Skills > Service Sector - Core Skills
ID
Title
Level
11818
Enhance work practices by the application of product
and/or service knowledge
3
Credit
4
Transition Arrangements
Version 5
Version 5 was issued following review in order to update content.
Changes to structure and content
 Standards 497, 1304, 6401 and 6402 were removed from the core compulsory section
 Standards 18226 and 18365 were added to the core compulsory section
 Standard 9680 title updated and credits increased from 2 to 3
 Standards 8879, 17351 and 17353 were moved from the Airport Customer Service
strand compulsory to the Airport Customer Service strand elective
 Standard 8875 was moved from the Airport Customer Service strand elective to the
Airport Customer Service strand compulsory
 Standards 57 and 376 were added to the Airport Customer Service strand compulsory
 Standard 17350 was replaced by standards 25201 and 25202, and standard 8874 was
replaced by standards 25205 and 25206, in the Airport Customer Service strand
elective
 Standards 378, 8881, 11818, 16776, 17348, and 23759, were added to the Airport
Customer Service strand elective
 Standard 17352 was moved from the Airport Maintenance strand elective to the Airport
Maintenance strand compulsory
 Standards 25203 and 25204 were added to the Airport Maintenance strand compulsory
 Standards 11818, 17354, 25200, and 25207 were added to the Airport Maintenance
strand elective
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The credit total for the Airport Maintenance strand was increased to 66, and the level
was raised from 3 to 4
Standards 17351 and 17353 were added to the Airport Safety strand compulsory
Standards 8876, 8879, 8887, 8888, 11666, 11818, 25200-25202 and 25207 were
added to the Airport Safety strand elective
Exemptions for standards 8877, 8883, and 9808 no longer apply
The level of the qualification was added to the title.
People currently working towards version 2, 3 or 4 of the qualification may either complete
the requirements of that version or transfer their results to version 5 of the qualification.
For detailed information see Review Summaries on the NZQA website.
This qualification contains standards that replace earlier standards. For the purposes of
this qualification, people who have gained credit for the expiring standards are exempt
from the requirement to gain credit for the replacement standards – see table below.
Credit for
Exempt from
8874
25205, 25206
17350
25201, 25202
It is the intention of ServiceIQ that no existing candidate should be disadvantaged by the
changes to this qualification. Any person who considers they have been disadvantaged
may appeal to the SSB (see contact details below).
Previous versions of the qualification
Version 4 was issued to increase the flexibility of the Airport Maintenance strand.
The following exemptions apply to candidates completing version 2, 3 or 4.
Credit for
Exempt from
9808
1304, 9680
8877
17351, 17354
8883
17352, 17353
Version 3 was issued correct a typographical error in the title.
Version 2 was issued following a review. The number of strands was reduced from five to
three. The structure of the qualification was modified to better fit the role holders at
airports rather than processes, and electives were included to provide role holders with
range of choices.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
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Other standard setting bodies whose standards are included in the
qualification
ElectroTechnology Industry Training Organisation
NZQA
Certification
This certificate will display the logos of NZQA, ServiceIQ and the accredited organisation.
Classification
This qualification is classified according to the NQF classification system and the
New Zealand Standard Classification of Education (NZSCED) system as specified below.
DAS Classification
NZSCED
Code
Description
Code
Description
1329
Service Sector > Aviation >
Airport Operations
031599
Engineering and Related
Technologies > Aerospace
Engineering and Technology >
Aerospace Engineering and
Technology not elsewhere
classified
Quality Management Systems
Providers and Industry Training Organisations must be accredited by a recognised Quality Assurance Body
before they can register credits from assessment against standards. Accredited providers and Industry
Training Organisations assessing against standards must engage with the moderation system that applies to
those standards. Accreditation requirements and the moderation system are outlined in the associated
Accreditation and Moderation Action Plan (AMAP) for each standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016