Customer and Passenger Handling and Care
Manage delivery of customer and passenger services to meet ground services standards of airlines
Type
Domain
Competency Area
Customer and Passenger Services
Levels
Provide assistance and handle customers’ and passengers’ queries
Verify customer and passenger documents and tickets for check-in operations
Respond to queries by customers and passengers
Manage dissatisfied customers and passengers and escalate the complaints when necessary
Assist customers and passengers with baggage check-in by advising them on baggage allowances, overweight charges and restrictions
Provide guidance to transfer customers and passengers
Inform customers and passengers about flight delays and arrangements
Provide assistance to customers and passengers with disabilities
Monitor performance of ground handling agents against SOPs and SLAs of airlines
Escalate breaches of SOPs and SLAs to relevant authorities
Coordinate with ground handling agents to manage customer and passenger communication and movements during irregular operations
Oversee check-in operations
Handle and resolve escalated verbal and written complaints
Manage dissatisfied customers and passengers in accordance with customer and passenger service standards of airlines
Oversee baggage check-in procedures and ensure baggage allowances and overweight restrictions are being complied
Provide personalised services and assistance to premium customers and passengers at lounges
Facilitate resources to handle customers and passengers with disabilities
Communicate announcements regarding flight delays and arrangements
Handle breaches of customer and passenger security and safety guidelines in accordance with relevant policies
Collaborate with service providers, airport agencies and ground handling agents to communicate and disseminate ground services standards of airlines
Enforce ground services standards by communicating SOPs and SLAs to ground handling agents
Collaborate with airline and airport operations teams to manage communication during irregular operations
Review and enhance customer and passenger service standards for ground handling agents
Resolve customer and passenger situations involving denied boarding and emergency situations in accordance with airlines’ SOPs
Investigate unresolved complaints and determine follow-up actions
Collaborate with airport operations teams to initiate more disabled- friendly infrastructure
Review performance of ground handling agents against established ground services SOPs and SLAs
Audit ground service delivery to identify areas for enhancements
Develop action plans to enhance ground services
Conduct briefings on new policies and/or procedures to relevant departments and/or stakeholders
Collate relevant information and statistics and/or generate relevant graphs for reports such as AIC Quarterly Reports
Conduct regular reviews and updates of AIC manuals
Implement action plans for managing customers and passengers during irregular operations