Etihad AirwaysGuest Services Agent
Jul. 2007 - Jul. 2013Abu DhabiFully adhere to all operational procedures (SOP) with regards to travel, Immigration and Safety regulations. Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner. Check In Counters Provide a proactive service to passengers prior to check-in such as, managing queues, handling denied boarding passenger, staff passengers,helping families,Identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently. Boarding Gates Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of Etihad flights. For flights boarding from remote areas, ensure the handling procedure applies. Transfer Desk Deliver an efficient service at the transfer desks for arriving Etihad passengers who are connecting to another Etihad flights by verifying that their baggage details are recorded in Airport Check-in System prior to checking in passenger and issuing boarding cards and meal voucher where appropriate so that the transfer passengers are processed accurately and expeditiously. Ascertain the handling requirements of the various categories of passengers (e.g. unaccompanied minors, wheelchair, elderly and incapacitated etc.) then ensure that appropriate special services and facilities are provided to meet the special services
requirements of the customers.
Manage a high volume of passenger traffic during misconnections and transits, dealing with problems arising such as delays, disruptions,excess baggage or denied boarding within the
guidelines in order to retain customer confidence and loyalty.