Job Description: USA Jazz Gates All Functions & Customer Care Team Agent

Transcription

1 Job Description: USA Jazz Gates All Functions & Customer Care Team Agent Based on day of operation requirements, agents may be assigned during their shift, to work ANY area their qualifications support. Fall/Winter 2015/2016 Roles & Responsibilities: Agents are responsible to attend a briefing at the beginning of their shift. Obtain a radio and PDA device at the beginning of their shift. Customers must always be welcomed with the Hello/Bonjour greeting. Agents in these functions report to the area Lead or Manager. Ensure Air Canada grooming standards are adhered to and that all uniform components are worn according to company policy. Air Canada employees are subject to the Air Canada Code of Conduct which sets out the guidelines and expectations for how Air Canada employees conduct themselves ethically within the context of their employment at Air Canada. All agents must have a valid Dangerous Goods Card on them while on duty. Agents are required to read, acknowledge and confirm readership of all policy and procedures bulletins issued by Passenger Service Development, in ACpedia. Agents must follow all Standard Operating Procedures. Agents assigned to work in the Regional operation are responsible to wear the Air Canada uniform to standard. The only exception is female agents may wear a white or light blue turtleneck, worn under the Air Canada blouse. Responsible to have coats, boots, hats etc on site and available at all times. Wear safety vest and have Ear protection before going onto the ramp.

2 Must be gate trained and lift trained. Required to assist the SPAT position to take customers to the gate on their way to assigned flights prior to clearing security. Agents will support the Customer Service Desk between flight assignments. Will be assigned to other functions based on operational requirements, including check-in. Agents must be prepared to work both inside and outside duties. On-Time Performance - OTP Prepare your flight by reviewing Gate Prep lists and completing the ACF610. The work agent is to prepare and complete the ACF610 Flight Information Sheet for every flight. Gate agent is to require complete the ACF-610 in its entirety and file in the appropriate location. Make the Carry-on Baggage announcement and gate-check non compliant items to the customer s final destination. Ensure all dangerous goods, fragile and perishable or valuable items are removed. Affix the Gate Checked Carry-on Baggage Tag (ACF515CN) and then scan it to the customer s DCS record. Follow prescribed Positive Boarding times by aircraft, use the Gate hot key (ALT+G) as a reference. Initiate positive boarding as per established timelines. Waiting for permission from IFS is not part of the positive boarding process. At FC, all flights will close automatically and the PDM Tool will be activated. The SOP is that all Gate agents are to follow the Passenger Print List. If there are deviations from the list or manual onloading is done out of order, this information must be recorded on the ACF 610. Page customers to verify and remove DOC ALERTS prior to boarding to ensure that APIS Information entered manually by the customer matches the customer s passport information. Inaccurate entries must be corrected at all times before the customer is allowed to board. Display list of Kiosk customers with alerts, action and remove alerts prior to boarding. Collect paper tickets and all fees as necessary. Offer Priority Boarding, ensure that Zonal boarding is set up (signage, stanchions, carpets (for international) are in place prior to making priority 2

3 boarding announcements. Follow Priority Boarding protocols according to Air Canada policy. Unaccompanied Minors/Adults (UMs) must be handled according to established protocols. At no time can an Unaccompanied Minor be left alone. If the flight is oversold, check for protection, follow established upgrade, and denied boarding protocols as outlined in ACpedia. Alert the Lead Agent when denied boardings are probable. Agents are required to solicit for volunteers as per the policy in ACpedia. Board flights by using the SMARTGATE Passenger Boarding application and/or on the hand-held PDA device. This application will ensure a more efficient and accurate way of boarding a flight. Sign into the QIK/Smart menu > SmartDrop > SmartGate. (For Jazz operations, if there is only one desktop computer at the gate agents can board using the QIK CHEK system.) Always use scanners to board a flight. Validate EVERY boarding response carefully and investigate all boarding errors immediately. Deboard customers who deplane the aircraft. Gate agents are required to initiate Boarding, Final Call, and Closed messages using the Flight Information Application (FIA) software at the gate. Passport scanners should be used wherever possible. Mandatory Customer and bag match is crucial to ensure a secure flight prior to departure. Sequencing commences at -15; check the boarding summary for sequencing of baggage of NO Show customers. Page missing customers and verify on board the aircraft if customers have already boarded. Verify with STOC if holding for connecting customers (if they have not yet boarded). Contact STOC//Ramp when additional customers are onloaded. Misconnections: do not reinstate customers with baggage unless authorized by the STOC Mgr. Communicate with the Ramp Lead to identify standby baggage that may be loaded as passengers are assigned seating. 3

4 When boarding is complete, print the PIL at -10 and release the flight at - 5 minutes to departure. The flight coupon envelope must be completed accurately and include copies of all required printouts. Deposit and sign for the flight coupon envelope in the established locations, after the flight has departed. Ensure that all denied boarding edits and tely's are entered and sent. Note and attach copy of the DCS record to the ACF610. Customers who were sequenced and did not travel, Gate agent is require to print a copy of the customer s DCS record and attached to the ACF610. Finalize your flight: Page and transfer only passengers from the stand-by list who wish to be transferred to another flight. Gate agents are responsible to ensure the final FF and MS transactions are performed. Flights must be fully processed; check your monitor to confirm. Print a copy of your monitor actions showing Action 8 Completed, and attach it to your ACF610. Secure and/or lock all bridge doors prior to leaving the area. Security Proper identification checks are required at all of our departures. Gate agents must ensure customers with SSSS indicator (Selectee Process) on their boarding pass have a stamp from CATSA to indicate that they have gone through additional security screening. This applies to all Domestic, Transborder and International departing flights. When checking ID, verify that the picture matches the customer in front of you. Ensure that he name on each customer s boarding pass matches their ID. Finally ensure that the response in RES III boarding mode matches the boarding pass. Must use the scanners to board all customers. If scanners are not working, please report defective scanners to the GTAA at and note your ACF-610. Proceed to manually board the customer. Transborder Flights: Gate agents must ensure that all passengers have a US Customs stamp (either on their boarding pass or on passport). Gate agents must ensure customers with SSSS indicator (Selectee Process) on their boarding pass have a stamp from CATSA to indicate that they have gone through additional security screening. Agents will meet assigned arrival flights. 4

5 Check PH (Passenger Handling) list for arrivals edits for special handling requirements. For any carry-on or carry-off passengers you must advise Jazz STOC in order to prepare the necessary equipment (Express Ramp) required for the passenger. Liaise with Baggage Hall Agents to meet special needs passengers from Gate 193 Extension. All Unaccompanied Minors (UMs) must be accompanied at all times by an agent upon arrival and through Customs. Ramp Direct: Be vigilant as to activity on the Ramp that may affect movements and safety. Ensure Skycheck cart destination plate is accurate and facing customers who are boarding. Agent must be positioned between the terminal and the aircraft. For gates where the marked walkway divides into two, they must stand at the junction. Ensure walkways are clear of Ramp equipment or debris and advise Jazz Manager. Inclement weather: if walkways become icy/snow covered advise Jazz manager or contact GTAA to have the area cleaned. Monitor carry-on baggage for size compliance. Advise the Ramp Lead of any baggage to be picked up. Direct passengers to place all carry-on bags on the sky-check cart located at the base of the aircraft stairs. Monitor carry-on compliance and request passengers place baggage on the sky-check cart before boarding. Communicate to customers to stay on the marked walkways. Communicate with the Ramp Lead to identify standby baggage that may be loaded as passengers are assigned seating. Work and Ramp agents must communicate with each other and advise Jazz STOC if there are any problems or potential delays pertaining to missing passengers. Customer Service Desk: In addition to performing Customer Sales and Service Agent duties, Agents at the Customer Service Desk will perform the following tasks, duties and responsibilities. 5

6 Assist customers with questions; offer Gate information, general instructions and directions. Perform all other related duties when required to support the operation such as AG1 drop off and pick up, check-in, gates and handle general inquiries. Irregular Operations: (a) Issuance of denied boarding compensation MCO and draft issuance (b) hotel accommodation (c) ground transportation (d) meal vouchers. Provide support to customers with misconnections, rebook passengers, issue appropriate hotel, meal transportation vouchers, (e.g. ACF605 forms), using MPD format as necessary. Issue boarding cards, where applicable. During IROPS, encourage customers to use the Self Service Rebooking Tool. Follow recovery process as established in ACpedia IROPS and DBC. Make announcements every 15 minutes, advising customer of new expected departure time and arrival time along with advice regarding the next update time. Jazz Customer Care Team Monitor inbound and outbound flights for customers requiring assistance as well as WCHC, WCHR, WCHP, WCHS, and passengers unable to manage the stairs. The Jazz Customer Care team, agent is responsible for all wheelchair activity in the area. Actual boarding and deplaning is performed by the SPAT Agent with the assistance of the CSSA Ramp Direct Agent. Responsible to ensure Jazz STOC at X2260 when the Express Ramp is required to assist customers with special needs. Responsible to contact area CSM for assistance when necessary to support numerous customers requiring assistance to their connection flights. Agents are required to man and support the Customer Service Desk when not assisting customers or working flights. Agents are to perform all other related duties when required to assist the operation such as either work or assist gate functions. Responsible to verify the boarding card of each passenger prior to directing that passenger to the correct aircraft. 6

7 Contact the Regional Deployment Coordinator if additional assistance is required. Escort UMs to arriving party escort from aircraft through baggage collection process. Ensure meeting party is same as noted on the UM form and obtain signature of meeting party. Verify identification of meeting party. Will be assigned to other functions based on operational requirements, including check-in. 7