aya23cx-blog

[aya23cx-blog]

We share SSBD with Airtransat today. It was my first time to share SSBD with another airline. There were about 150 passengers in total. I was assigned as kiosk today. Most of the passengers come to kiosk were Airtransat passengers than Cathay. As I don't know the system of Airtransat, I only could help baggage tag or teach them how to scan the passport. I felt bad that I cannot answer their concern, but they were still grateful that the fact I tried to help and put their baggage tag. I always felt happy when a customer calls my name and say thank you to me. I only have a few days more at Cathay Pacific Airways so I will enjoy the rest of my shift as much as possible. Thank you for a great opportunity.

[aya23cx-blog]

I was assigned as kiosk today, and I deal with a group of people for the first time. Passengers were 10 Japanese students and 2 teachers. As I speak Japanese, I help them check-in. They did not do online check-in prior, so It was hard to find a seat together. I supported all of them check-in at the same time to assigned seat as close as possible by asking help for other co-op students. We checked in them efficiently. When they moved to SSBD, I was asked for help by one of the teachers, so I moved to SSBD to check in their baggage as well. As I improve my speed checking people in and gain teamwork with my coworkers, I am comfortable dealing with a group of passengers now.

[aya23cx-blog]

As I have come halfway to finish the placement, I made massive progress in my speed checking people in with kiosks. I feel confidence in assisting passengers at kiosks as I learned everything I need to do there. For instance, when I print out a boarding pass for passengers who requested a wheelchair, I have to go to check in counter to get their boarding pass and button pin. Also, many passengers asked me to add their frequent flyers such as Marco Polo and Asia Miles, and I can do that with a kiosk.  I know what I’m doing and what I need to do now.

[aya23cx-blog]

We are usually at zone 2 on Friday morning shift. It's located in front of Wendy's, so I always become hungry during work. The difference between working in zone 2 and 5 is zone 2 has more opportunities to encounter passengers from another airline than zone 5. When I work at kiosks, many passengers approached me and asked me where the check-in counter for another airline. At first, I had no idea about other airlines, but I'm getting familiar with terminal 3 by walking from office to zone 2 so that I become able to answer more questions even about another airline such as WestJet.

[aya23cx-blog]

It was quite a very challenging night shift as ambassador at zone 5 because SSBD wasn’t working at all, we kind had a full flight.  I panicked because as SSBD close all the passengers came to the check-in counter. One of the check-in counters become baggage drop so passengers who got their baggage tag from kiosk can drop baggage there. As an ambassador, I have to guide the passengers which counter to they need to go, but passengers were kept rushing at me, and they don’t listen to me as they don’t speak English. While I was answering the passenger, another passenger was trying to get in. There was one passenger who just went to security with his baggage, and security guy just came to me and ask me to explain to the passenger to check in his luggage first as the passenger couldn’t understand what he told. It was tiring shift I ever had in Cathay Pacific.

[aya23cx-blog]

Happy Chinese New Year 2019!!!

I worked on Chinese New Year. When the clock turns to 12, we celebrate the New year with two passengers who were at the check-in counter. Also, I appreciated that Boris gave me this Chinese traditional red pocket even I'm just a co-op student. Thank you.

[aya23cx-blog]

It is my third week, and I was assigned as an ambassador the first time. When I see passengers, I ask them if they are flying with Cathay Pacific or not because some passengers often confused with another airline especially China Southern Airline. If the passenger is in business class or Marco Polo upper silver member, I can let them go to the check-in counter. However, if the passenger is in economy class or premium economy, I need to direct them to kiosks. If they are unable to process check in at kiosks, I finally can let them go inside to the counter. I encountered many passengers who wanted to go to the check-in counter, and some passengers weren't listening to me, and they kept asking me why. Thanks to Carmen, passengers went to kiosks at the end, but it was frustrated to convince passenger who doesn't listen or understand English. Other than the business and Marco Polo member, check-in counters are for passengers who is elder or infant, need assistance, and have extra baggage to pay for it, etc. When I am working as an ambassador, I always feel time go so fast. Even it's stressful, I like to be an ambassador because I don't feel bored.

[aya23cx-blog]

I was scheduled in the baggage dropped the first time. I was 55% excited to learn about SSBD and 45% nervous about operating SSBD without making any significant error with my second day. It was easier than I expected to handle regular baggage which meets all the requirements. I basically need to scan boarding pass and let the baggage though machine. However, I swear that It was horrible because my patience got tested on a lots station. For instance, I often encountered many passengers having oversized baggage. Their baggage has to be under 23kg for each baggage if they're flying with economy class and 25kg for premium economy. When I told passengers to repack or pay for it, they are not happy about it. Even some passengers become angry and yell at me to let them go. It was so frustrating to deal with those passengers. Also, I often experienced the problem that the machine cannot read the baggage tag.

I've learned a lot this night such as how to use the QRcode which we got on orientation day. It can override the system when there's a problem or closing SSBD. We also have Bingo sheet where we put the sticker to record the bag which we needed to force or the boxes which have to go oversized baggage drop. Tonight was so frustrating, but that has a sense of accomplishment.

[aya23cx-blog]

My first day when I start working with Cathay Pacific was on January 11, 2019. This shift began from 10:15. To be ready, I took Gobus from Finch station at 9:00. The airport is a little bit far from my place, but I made it to the office 45 min before the time I start work. At the office, there is always a briefing about the flight that day before things get started. For instance, how many passengers in business class, premium economy, and economy class. How many wheelchair passenger and infants we have for the flight. My first day in Cathay begins with helping passengers at kiosks. There were 6 co-op students. One is as ambassador, two are at SSBD, and three are at kiosks. I tend to use kiosk when I travel, so I'm comfortable with using it. However, it was a bit challenging as it was my first time to help passengers to check-in; I had to explain the process of check in to the passenger to assist them in checking in successfully. Also, I was quite surprised that the majority of the passengers don't speak English, so it was kind of hard to understand their needs. Overall, my first day finished without making any problem. I learned a lot of things about how things going to work at the kiosk. The day went flying! Guests as always very thankful and friendly. Also, other students and agents from Cathay were always there ready to help me with any question. When I first met my team, I could barely know two people but didn’t talk a lot with them. However, we got closer to each other at the end of the work.

[aya23cx-blog]

Finally!! January 7th was the orientation day. Thanks to Professor Ava and Cathay Pacific Airways for giving me an amazing opportunity. I officially start my field placement with Cathay Pacific which is my dream airline. It was an amazing day so far. I learned a lot about the airline such as membership, baggage allowance, the operation of kiosk and SSBD and etc. When I got my name tag, I gradually realize the feeling of actually starting my placement with Cathay Pacific. Also, I could meet all co-op students who I will work with the next four months, and get to know each other. Most of them familiar, but some were new faces to me. We all are so passionate to work there. I can't wait to enjoy this journey with my team.