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Download the courier welcome pack (PDF, 6 pages)
General guidance and reply headings. Use your separate personal links to submit private details, record the induction and sign the confidentiality agreement.

Required Direct Carry data protection induction · Confidentiality agreement

How the programme works

Suggested induction: 3½ hours of coached learning, 45 minutes of practical exercises and 15 minutes of knowledge review. Adjust the pace to the courier's experience and accessibility needs. Operations records completion and any restrictions before allocating an independent job.

1. Your role and Operations control

Outcome: protect the shipment, follow the authorised plan and keep Operations informed.

• Read the current job brief and acknowledge acceptance. Be fit for the journey; report illness, fatigue, medication effects or any limitation before travel.
• Operations approves the itinerary, transport changes, substitutions, expenditure and any change of recipient or delivery address. Do not subcontract or give the shipment to another traveller.
• Keep messages calm and factual. Do not promise a new delivery time, customs clearance, insurance outcome or refund on your own authority.
• Challenge unclear instructions with Operations. Stop an unsafe or unexplained collection rather than guessing.
• Keep customer information and the job's private access links out of public chats, social media and unapproved apps.

Practice: an airline offers a different airport that appears faster. Explain what you send to Operations and why you do not accept or buy the alternative yet.

2. Read the mission and travel requirements

Outcome: know what is authorised before leaving for collection.

• Read back the job reference, approved item category and declared contents, piece count, package dimensions/weight, collection and delivery arrangements, named authorised contacts and deadline with its timezone.
• Confirm the approved route version, operating airlines, rail services, stations/terminals, connection margins, ticket conditions, baggage allowance and ground transfers. A marketing airline may differ from the airline operating a flight.
• Check your passport, nationality-specific entry and transit requirements, visas or permissions for the actual courier activity, return entry, health requirements and insurance appropriate to the work. Do not assume tourist permission covers paid courier activity. Operations verifies any unresolved point using destination authorities and current travel advice. S01
• Operations or its customs specialist confirms the export/import/transit procedure, declarations, invoices and permits that apply. Carry the documents and references supplied; give accurate answers at the border. Never describe commercial goods as personal belongings or invent a value. S02 S03
• Do not assume a paid courier shipment qualifies for the simplified merchandise-in-baggage process. Do not assume every envelope is exempt. Refer classification and declaration decisions to Operations/customs support. S02 S03
• Save a minimal offline mission brief, tickets and contact numbers on a protected device. Keep travel identity documents separate from public job updates.

Practice: identify the local deadline and UK equivalent, the operating carrier on each flight, and one customs question that must be resolved before dispatch.

3. Accept, protect and account for the shipment

Outcome: accept only the item and condition that Operations has authorised.

At collection, match the sender and job reference. Compare the declared contents, quantity, dimensions and weight with the brief. Check the outer packaging, seal identifier and visible damage; record the acceptance time, timezone and piece count. Photograph only the minimum packaging evidence Operations requires, avoiding document contents and unnecessary personal details.

Documents: use an approved protective envelope or document bag; prevent bending, water damage and casual viewing. Record sealed condition. Do not read, photograph or open confidential contents for convenience.

Small items, samples and AOG parts: the description alone does not establish eligibility. A part may contain a battery, liquid, fuel residue, magnet, gas or another restricted component. Stop and refer uncertain contents, damaged/leaking packages, unexplained batteries, loose sharp parts or inadequate packing to Operations. Passenger allowances for your own equipment do not authorise carriage of a customer's battery consignment. S04 S06

Maintain direct custody. Do not leave the package unattended or hand it to an unapproved person. For an authorised transfer, record who received it, when, where, piece count, seal/condition and the approval reference. Follow lawful screening instructions; tell Operations about inspection, opening or resealing and record the changed condition. Do not obstruct security.

Practice: receive a package with a broken seal or an item that differs from the brief. Demonstrate a stop, an exception record and a request for direction before accepting it.

4. Prepare your kit and power

Outcome: carry enough equipment to complete the journey without creating a battery or baggage problem.

Standard kit

• Charged, supported smartphone with a working camera, strong screen lock, device encryption and current software; approved charger, two sound charging cables and the correct destination plug adaptor.
• Only the power banks permitted for this journey, each with legible manufacturer capacity information, protected terminals and its own pouch. Check condition and recalls. Charge on the ground as permitted, let equipment cool, and follow any carrier charge-level condition.
• Passport/required permissions, tickets, approved customs papers, minimal offline brief and a paper support number.
• Approved protective shipment bag, spare approved seals or packaging, pen, small notebook and baggage scale if assigned. Check that tools themselves are permitted in cabin baggage.
• Approved payment method and agreed spending limit; suitable footwear, weather layer, permitted personal medication, water/food plan and essential personal items.
• Offline maps, enough storage for required evidence, working account access and an agreed backup voice/SMS method. A second phone is optional if Operations assigns one; its batteries still count under carrier rules.

Power-bank rule card — check every operating airline

Course standard: no more than two power banks, each no greater than 100Wh, cabin only, with individual protection. This is a conservative kit standard, not blanket carriage approval. The operating airline, airport and country may impose tighter requirements. UK CAA changes effective 27 March 2026 set a two-bank limit and prohibit recharging power banks onboard. S05

For this programme, do not recharge a power bank or use it to charge another device onboard. The CAA distinguishes a mandatory recharge ban from advice against using one; our course uses the stricter no-use approach. Follow crew instructions and the airline's storage requirements. Remove power banks and spare batteries before a bag goes into the hold, including a gate-check. S05 S07

Wh = mAh × nominal battery voltage ÷ 1,000. Example: 10,000mAh × 3.7V ÷ 1,000 = 37Wh. Use the manufacturer's nominal battery voltage, not an arbitrary USB output voltage. This calculation does not replace a verifiable rating or airline acceptance. Unclear rating, damage, swelling or an unresolved recall means stop and replace/escalate. S06 S07

Limits vary: British Airways' dedicated power-bank rules currently cap each at 100Wh and require accessible seat-pocket/under-seat storage. CAA guidance describes an operator-approval route for more than 100Wh up to 160Wh, while IATA passenger guidance is more restrictive and easyJet publishes different wording. Do not use a general “160Wh allowed” rule. Anything outside the standard kit requires Operations to resolve the exact current rules for every sector before travel. S05 S06 S07 S08

If a battery becomes hot, swollen, damaged or starts smoking, stop using it and immediately alert cabin crew or airport staff. Follow their instructions; do not hide it or put it in a bin. S06

Practice: inspect the label and casing of a power bank, calculate its Wh from an example rating, pack it separately and explain what happens if your cabin bag is gate-checked.

5. Connect abroad with Airalo or an approved eSIM

Outcome: establish data service without losing the ability to contact Operations.

Before travel

1. Get approval for the plan and cost. Confirm coverage for the destination and any transit country where you need service, data allowance, expiry, supported networks, tethering if needed, and whether calls/texts are included.
2. Check that the actual phone variant supports eSIM and is network-unlocked. Install using stable internet and the device-specific instructions in the Airalo app. Check when validity starts; some plans start at installation rather than first connection abroad. S09
3. Label the eSIM clearly. Follow the package's APN and data-roaming settings. Set it as the mobile-data line when using it; turn off automatic cellular-data switching to the home SIM where supported. S09
4. Agree whether the home line remains enabled for calls/SMS. A data-only eSIM does not itself supply normal mobile calls or SMS; a separate line may, with home-provider roaming charges. WhatsApp uses internet data and is not a substitute for a verified voice/SMS backup. S10 S11
5. Keep the eSIM installation details private. Save the connection instructions before departure. Airalo's app can show connection help offline after an eSIM is installed; offline help cannot install a new eSIM without internet. S12

On arrival, when it is safe

Enable the assigned data line and settings, confirm the supported network, then load a webpage and send a test message to Operations. Check that the job page opens and the last update confirms it was saved. Monitor remaining data and battery. Ask for approval before a top-up or replacement plan.

If data fails, check line selection, coverage, allowance, APN and the package's roaming instructions; use the supported network selection if directed. Do not delete the eSIM while troubleshooting unless support confirms the recovery steps. Use the agreed phone/SMS fallback or a trusted connection, report the problem and agree the next check-in. Never assume airport Wi-Fi will be available.

Practice: show the trainer the data line, roaming setting and fallback contact route. Explain how you would recover with no data after landing without buying an unapproved plan.

6. Travel the approved route

Outcome: arrive at the correct place with the shipment and enough margin to continue.

• Confirm terminal/station, operating service, check-in and boarding requirements against the approved itinerary and current carrier information. Follow the mission's reporting and arrival times.
• Check airport-specific security and liquid restrictions before travel, including transfer airports. Do not assume the same scanner rules apply at every airport. Security may refuse an item even if a general list permits it. S04
• Keep the shipment secure during queues and screening. If the airline requires a hand-carried consignment to be checked into the hold, explain the issue and contact Operations before agreeing where practicable. Do not silently change the custody plan; always follow lawful safety instructions.
• Recheck the gate/platform and boarding information. Keep essential documents, batteries and support details accessible within carrier rules.
• Use flight mode and permitted connectivity as directed by crew. Do not operate the tracker while driving, crossing a road or handling the shipment in an unsafe place.
• Do not take a different train, flight, airport or transfer route because an app proposes it. Ask Operations and wait for recorded approval.

Practice: work through a gate change followed by a proposed airline reroute. Identify which change is routine navigation and which needs Operations approval.

7. Publish useful updates and location

Outcome: give Operations and the customer an accurate picture, including what is uncertain.

Use the secure job-specific update method assigned by Operations. Publish the actual milestone promptly when safe and connected: collection confirmed, airport/check-in, boarded, departed, landed, arrival processing, final mile, delivered and POD confirmed as applicable. Never mark a stage complete before it happens or describe customs clearance without confirmation. A WhatsApp message does not by itself prove the online tracker was updated; check the saved confirmation or ask Operations to record it.

A favourable colour is not authority to reroute or promise an earlier delivery. Green should only indicate a fresh, valid estimate earlier than the planned arrival; an unknown or stale estimate is not “on time”. Timetable information and live disruption coverage are different. Tell Operations about conflicting carrier information or an estimate that omits a flight, transfer or customs stage.

Update format: job reference; actual milestone and time/zone; factual change; shipment secure/not secure; estimated arrival and source if known; action requested; next update time agreed with Operations. Keep internal concerns out of customer-facing notes.

Example: “DC-[reference] — landed 14:10 Europe/Paris. Shipment secure. Awaiting border processing; onward arrival estimate not yet confirmed. Operations advice requested. Next update at the agreed check-in.” Do not reuse example times as actual events.

Location and signal limits

Start job location sharing only through the authorised page and permission prompt. Share only during the assigned job and stop at completion or when instructed. Browser location requires permission and a secure page; updates can pause when the page is hidden, the phone locks or connectivity is lost. It is not guaranteed continuous background GPS. S13

When there is no signal, note the event time securely and contact Operations through the agreed fallback when possible. Do not assume an offline update is queued or that an unsent message arrived. After reconnection, check what was saved and avoid duplicate milestones. Agree a communication gap before boarding where possible.

Practice: save a simulated collection update, explain an old location timestamp, and report a timetable ETA that conflicts with an actual delayed service.

8. Handle disruption without losing control

Outcome: keep the shipment safe while Operations decides the recovery plan.

1. Move to a safe place, protect the shipment and assess the immediate issue. Follow official safety instructions.
2. Contact Operations with the reference, location, what happened, evidence source, current custody, remaining time and any decision deadline. Call for urgent issues; do not rely solely on an unread message.
3. Gather available alternatives, prices, ticket conditions and realistic transfer times. Present them as options. Operations chooses and approves the replacement route.
4. Wait for a clear approval naming the route/action and spending limit before booking, cancelling or changing transport. Read it back and keep the approval reference.
5. Record the factual exception and the agreed next update. Follow the revised approved brief; do not overwrite the original event history or conceal a missed milestone.

Escalate immediately for loss/theft, suspected tampering, mistaken recipient details, illness/fatigue, denied boarding, missed connection, customs detention, unexpected charges or loss of all contact methods. If Operations is temporarily unreachable, repeat the agreed escalation route and remain safe with the shipment; do not improvise a commercial reroute. Immediate personal safety takes priority.

Practice: a cancellation creates two alternatives. Send a concise decision request and wait for approval; then read back the selected route and budget.

9. Complete a secure handover

Outcome: deliver to the authorised recipient and create useful proof without unnecessary personal data.

Confirm the delivery point and recipient against the current brief using the agreed verification method. A caller, receptionist or message claiming an address change does not authorise a handover. Contact Operations if identity, authority, location or package condition differs. Do not leave the item unattended, with a neighbour or at a desk unless that specific handover is approved.

Check piece count and condition together. Record actual delivery time and timezone, authorised recipient confirmation and the minimum proof required by the job. Use a signature or package photograph only when required and appropriate. Do not routinely photograph passports, faces, confidential pages or unrelated personal information. A delivery photo is not a substitute for authorised recipient verification.

Use only the approved channel for POD. Keep device encryption, screen lock and account protection enabled; verify the recipient before sending an attachment. Report a lost phone, misdirected message or exposed access link immediately so Operations can revoke access and assess the incident. S14 S15

Mark delivered only after the handover, and POD available only once it is saved/confirmed. Stop location sharing. Keep the shipment secure and call Operations if delivery cannot be completed.

Practice: a different person requests the parcel and offers a photograph of somebody else's ID. Demonstrate verification/escalation and a minimal POD record.

10. Close the job and submit expenses

Outcome: leave a clear operational and financial record.

• Confirm delivery/POD and that Operations has received the completion update. Report any damage, unusual event, pending charge or unfinished action.
• Submit each expense against the job reference: date, purpose, merchant, original currency, amount, receipt and approval reference. Separate any personal spending. Record refunds and unused tickets; do not claim an amount twice.
• Obtain approval before optional purchases, upgrades, extra baggage, taxis, hotels or eSIM top-ups. A receipt alone does not guarantee reimbursement; follow the agreed job budget and terms.
• Return equipment and unused documents as instructed. Transfer necessary evidence into the authorised record, then remove local copies according to Operations' retention instructions. Do not delete evidence needed for an incident or unresolved claim.
• Log out of temporary/shared access, stop job location sharing and report any access issue. Briefly record what would improve the next journey.

Practice: reconcile a sample receipt, an approved taxi, a refunded ticket and an unapproved upgrade; identify what needs Operations' review.

Field checklists

Before accepting the assignment

• Job reference, item category/declared contents and piece count understood.
• Passport, nationality, transit/entry permission and work-purpose requirements checked for this route.
• Fitness, journey duration and necessary rest considered; limitations reported.
• Deadline includes date and timezone; approved route version and contacts received.
• Customs, dangerous-goods and baggage questions resolved by Operations before dispatch.
• Payment method, spending limit, update cadence and backup contact method agreed.

Before leaving for collection

• Phone, account access, camera and chargers working; battery sufficient for screening and travel.
• Power-bank quantity, rating, protection and current rules checked for every operating carrier.
• eSIM installed at the right time; package settings and voice/SMS fallback understood.
• Tickets, permissions, customs papers and minimal offline brief available securely.
• Suitable protective bag, permitted kit and personal essentials packed; nothing prohibited added.
• Collection and delivery contacts verified; no unresolved instruction changes.

At collection and before boarding

• Sender/reference, declared contents, quantity, packaging and seal match the brief.
• Actual collection time and custody evidence recorded; discrepancy escalated before acceptance.
• Approved service, terminal/gate/platform and connections rechecked.
• Shipment secure; battery items accessible and removed before any bag goes into the hold.
• Operations knows the current stage and any expected communication gap.
• No route, cost or recipient change accepted without Operations approval.

After landing and at handover

• Safe to reconnect; data/fallback works; saved milestone confirmed.
• Actual event time, current location age and any revised estimate clearly distinguished.
• Correct customs process followed; no unsupported clearance claim.
• Authorised recipient, delivery point, count and condition confirmed before handover.
• Delivery and minimal POD recorded; Operations acknowledges completion.
• Location sharing stopped; expenses, refunds, records and equipment reconciled.

Practical competency sign-off

Use a demonstration job with invented details. Never use a real customer's passport or shipment data for a training exercise. The assessor should observe the actions, not accept a verbal “yes”. Record the result in the authorised training record; this handbook does not save assessment data.

Proposed completion rule: pass every practical item and score at least 8/10 on the knowledge review. Any critical failure requires coaching and a repeat of that scenario, even if the knowledge score is high. Complete a supervised first assignment before unrestricted allocation. Operations records any route/item restrictions and schedules refreshers after an incident, process change or changed travel rule.

This sign-off records internal competence only; it is not an accredited certificate or dangerous-goods qualification.

Knowledge review: 10 short questions

1. A route app offers an earlier arrival via another airport. Who decides whether you change route?
2. A power bank is rated 10,000mAh at 3.7V. What is its Wh rating, and does that calculation alone authorise carriage?
3. Your cabin bag is taken for hold loading at the gate. What must you do about its power banks and spare batteries?
4. Does a data-only Airalo plan automatically provide ordinary mobile calls and SMS? What backup should you arrange?
5. Where do you find the correct eSIM roaming/APN instructions, and why check the validity-start policy before installation?
6. The sender gives you a sealed package with different contents or damaged packaging. What do you do?
7. Planned arrival is 16:00. A forecast checked an hour ago says 15:40, but a current carrier notice reports disruption. Can you promise 15:40?
8. Why might a browser location stop updating when a phone is locked, and what should you report?
9. A person at delivery asks you to leave the package with an unlisted neighbour. What must happen first?
10. What information should accompany an expense claim, and does having a receipt automatically mean approval?

Answer key

1. Operations chooses and approves the route. Send the option and evidence; do not change, buy or cancel until approved, apart from following immediate safety instructions.
2. 37Wh. No: verify the manufacturer's rating, condition, quantity and every operating carrier/country rule; the course standard is no more than two at no more than 100Wh each, where permitted.
3. Remove them before the bag enters the hold and keep them protected in the cabin under the airline's rules. Tell staff; do not leave them inside a gate-checked bag.
4. No. Arrange an approved voice/SMS-capable line or other agreed fallback and check its costs. WhatsApp needs a working internet connection.
5. Use the specific package's Airalo connection instructions. Some plans start validity on installation, so installing too early can use up validity days.
6. Stop and contact Operations before accepting/continuing. Record the mismatch or condition; do not guess the contents or repair/reseal without direction.
7. No. The forecast is stale and conflicts with newer information. Report the disruption, keep planned and estimated times distinct, and ask Operations to confirm the next update/forecast.
8. Browser updates depend on permissions, an active visible page and connectivity; locking or hiding can pause them. Report the last shared time and contact Operations through the agreed fallback.
9. Operations must verify and approve the specific recipient/handover change. Keep custody while waiting; a request at the door is not authority.
10. Job reference, date, purpose, merchant, currency/amount, receipt and approval reference; include refunds. A receipt is evidence of spending, not automatic reimbursement approval.

Sources and review record

All links below are primary sources checked on 21 September 2026. Recheck operating-airline and country requirements for every assignment. The operational choices in this handbook—such as the standard kit, approval workflow and assessment rule—are proposed Direct Carry policy, not statements that an external authority mandates them. Operations should approve the workflow, budgets, contacts and retention arrangements before using this draft as the company standard.

Next review: before operational issue, after any relevant airline/country/process change, and no later than 31 December 2026 for the battery guidance. Do not assume 2026 provisions continue unchanged into 2027.

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