Communicating with passengers about dangerous goods

This information supports:

• airline operators
• airport operators, airport owners and terminal managers
• screening partners and terminal service providers.

You must give passengers clear dangerous goods information. You must keep passenger notices current and easy to find.

CASR Subpart 92.E sets minimum requirements for providing information to passengers about dangerous goods.

ICAO Technical Instructions also set global standards for dangerous goods signage in airport terminals that are required in Australia through CASR Subpart 92.B.

Shared responsibilities

Airlines and airports share responsibility for passenger dangerous goods information.

A coordinated approach in terminals works best. It helps avoid passengers seeing different messages from different airlines in the same space.

Airports are well placed to help align terminal signage and information screens. Airlines can mirror these messages across all other channels.

Airline responsibilities

Airlines control key passenger decision points. You must give dangerous goods advice during:

• ticket purchase
• online check-in
• boarding pass issue (including at the lounge desks).

Airlines may also utilise pre-boarding announcements at boarding gates to communicate specific safety messages ahead of embarkation.

You should align messages across:

• websites, social media and apps
• check-in emails and SMS
• pre-travel reminders
• help pages and FAQs.

Airport responsibilities

Airports control many terminal touchpoints. You must have dangerous goods messages in these areas:

• check-in queues and counters
• bag drop areas
• security queue entry points
• boarding gate areas
• baggage claim areas.

You should check terminals for outdated signs and information screens. You should replace old dangerous goods advice with current material.

You should keep dangerous goods messages separate from security items. This helps passengers act fast and reduces confusion.

You should check your terminal signage for dangerous goods compliance before peak travel periods.

Dangerous goods resources

Pack Right. Safe Flight. provides clear advice for passengers. It includes a search tool to check items before travel.

We provide free campaign resources, including:

• posters and digital signage for terminals and check-in counters
• videos for terminal screens, websites and social media
• lithium battery checklists for passengers
• digital banners and social media tiles
• translated resources in 20 languages other than English.

You can also order free resources from the CASA online store.

Remember to remove outdated materials once new materials go live.