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Thankful for the opportunity

I cannot believe I have completed my placement already. Time flies!!

It was my honor to work for such a lively corporate which is full of friendly and thoughtful co-workers. I was able to improve my customer service skills, learn about airline industry itself, meet passionate people and learn from them while doing my placement at Westjet. This work experience also helped me a lot in terms of planning my career path after graduating from Seneca College. 

Working as an airline ground service agent became my another option now. I found out a tiny but brightening potential in myself of being a competent Flight Attendant in future as well. I feel so thankful for everyone who supported my work during last few months, and I am also proud of myself for completing the field placement with consistent effort. I wish I could meet up my Westjetters around the airport again in near future:)       

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August 13th & 14th- third last week@ Westjet

I went to work on August 13th and 14th this week. I got 4 or 5 hours shifts this month and usually at slow time of the day. It was not that crowded on Sunday although there were few flight delays and cancellations. Some guests were angry, and they complained about long line up for rearranging flight. However, I think I was good at managing situations and keeping the guests at check-in area flow smoothly.

I sometimes feel little dull after doing same thing for almost three months. That’s why I’m eager to learn new things. I develop conversation with my coworkers whenever the check-in area is slow and quiet. I usually ask them how they like their job, what else they do other than domestic check-in, why they work for Westjet and what their final goal is. Most of them told me it’s totally a new world once they go beyond security. Each person had different final goal, but I could feel that they were all enjoying their job. I felt like we share a kind of spirit- a passion in this air travel industry. It is interesting to get to know my coworkers and learn from them.

I know I have to overcome this tiresome feeling that repetition triggers. Winners are who overcome repetition and even find out value inside. I will try my best to stay positive and enjoy the work during rest of the month!!               

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July 31st & August 4th

Time flies. I cannot believe I’m almost at the end of the placement. I think I’ve done good so far, and I became used to handle many different situations including helping guests with overweight baggage, cut-off baggage and even wheelchair ( I don’t push wheelchairs since I’ve not trained. I just bring them for guests who need assistance and call the designated guest-assist agents.) I sometimes shadow the LA (Line Agent) position for short time when the agent need to be somewhere else.

Interestingly, I became curious about the CSA (Customer Service Agent) position these days. I observed what they did whenever the check-in floor was quiet and slow. They use Sabre Reservation System which looks similar to Amadeus Reservation System I learned. Although Westjet is equipped with check-in kiosk, CSAs are crucial since the kiosk doesn’t work well frequently. Guests have to meet and talk to CSAs when the kiosk gets jammed or stopped. They basically help guests with animals or dangerous goods check in, pay for their fees, rearrange flights, communicate with gate agents and even sell flight tickets. Since I like having interaction with new people and also working with devices such as computer, I believe CSA would be my another option in the future. 

I’m so glad that I’ve learned so many interesting jobs in and around the airport and airlines during placement. “You can see as much as you know”!

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July 24th & 26th

This week was one of the most exciting weeks I’ve ever had since I started my placement at Westjet. There was nothing special happened, and I did my task as usual. However, I felt thankful for the people I met during my shift. As the weather got hotter and hotter, the place where I stood up all day long got warmer as well since the ceiling of the airport was made of windows. I felt dehydrated and exhausted easily during shift. The only thing that made me feel better was sincere compliment from our guests. I just did what I had to do, but they felt like they were being treated extraordinarily. I felt like I was a “Summer Santa Claus”. 

Moreover, I was thrilled when I waited for my friends at arrivals who were back from their mission trip to Cuba. They were on Westjet flight, and I checked their arriving time via Westjet app. I waited for them at arrivals after my shift, and they were totally surprised that they didn’t even know I worked that day. I think it was also another joy which I’ve got from my placement at Pearson Airport- being a part of journeys of my loved ones. 

The best thing I’ve learned from Westjet placement so far: Giving happiness makes myself much more happier than receiving:)    

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July 5th,6th and 8th- already in July:D

(Summer appreciation food @ Westjet teamroom!)

My shift this week ended with happiness. Specifically, our guests made me happier than ever this week. 

On July 5th, a lot of guests told me that they were glad I was there to be with them. I was just doing what I had to do, and these things were not really “special” -assisting guests at the kiosk for check-in. However, the guests who sincerely thanked me made my day! I felt I was doing something important and special for someone else who needed my help. Whenever I read the needs of our guests and give them proper assistance, I feel thrilled and truly happy for them. In addition, if the guests show their appreciation to me, I feel like I am the one who is for the GSA job:) I was so touched that day, and I was able to do my best for every guest and every situation thanks to the compliment.

I continuously felt the lively atmosphere in the entire airport and at Westjet Check-In area as well. I could find out Westjet Summer destinations on our guests’ boarding passes including Montego Bay, Jamaica!! However, due to high volume of guests, Self-Serve Baggage Drop went down so frequently again on July 6th. Thanks to cooperation of many GSAs and GTAA Baggage Control, we were able to handle the situation without any difficulties. It was little bit hectic that day, but I could start and finish the shift with more energy than ever thanks to my coworkers. It was Westjet Summer Appreciation Day that we ate delicious food together in the teamroom and even celebrated one of our coworker’s birthday (we sang a birthday song together!!). I was glad that I’m working with those sweet people. 

I had to work on Saturday this week, and nothing dramatic happened during my shift. It was just busier than other Saturdays since the real summer has started. A lot of families came to check-in for their trip to USA, Europe and Canada domestic. It was my pleasure to assist them at the beginning of their journeys!          

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June 26th

I can feel the summer travelling season has just started!!

It really depends on the day and the time slot of the day, but the airport became more crowded than before on average. 

I just had one shift this week, and it was little bit hectic due to the LaGuardia flight cancellation. Although all I could do was just guiding the guests of cancelled flight to go to Westjet US counter for more information, it felt like something was blocking the flawless flow of guest assistance. In addition, the Self Serve Baggage Drop (SSBD) went down so frequently that GSAs on the floor had to assist guests with SSBD one by one and also had to explain the situation to make guests use SSBD at different side.

I felt so bad when I had to tell guests their flight was cancelled or the SSBD was not working after a long line-up. However, I was so glad and touched that no one neither complained nor blamed Westjetters about the situation. They accepted whatever happened to them, and they even told me that they were glad because I was there to help them. It was such a gift for me after a long, hectic day. This is also one of the reasons why I like the GSA position- a direct feedback from our guests:D

I’m sure it will become more busier and hectic, but I’m looking forward to meeting and assisting lovely guests during this summer!  Here we go!!!     

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June 19th and 21st - Been almost a month @ Westjet

(This is where I work:D)

I can’t believe it already has been almost a month at Westjet. I’ve been doing quite good so far, and I am really enjoying the job. I think I couldn’t recognize it has been almost a month because I am enjoying it. (Love what you do is key!) In addition, 4 weeks sound bit short, but in real it was long enough for me to learn and realize several important things. Among these, I especially think a lot about language.

I realized the importance of being able to speak in several different languages. I have met many guests who were first-time flyers, and they couldn’t speak or understand English. Whenever I had to assist them, it was not easy for both the guests and me to communicate effectively. I wish I could speak their language and make their travel easier. However, I found out that I already have a benefit as well since I can speak Korean and English. Sometimes Korean guests come to check in for their flight. If I get noticed they prefer to be assisted with Korean, I approach to them speaking Korean rather than in English. It doesn’t require huge effort, but the guests sincerely appreciate for my help with Korean.

I think it’s not only about speaking languages but also about reading the guests’ needs. To assist guests as much as I can, now I become more proactive and intuitive than at the beginning of placement. I am proud of this change in myself, and I am looking forward to seeing myself be more experienced and developed at the end of placement.

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June 16th and 17th - already my 3rd week @ Westjet

Working at the airport makes me think of traveling, especially when I hear the reasons why our guests fly to somewhere else out of Toronto.

One day I met a woman who booked a ticket to Thunder Bay to meet her newborn baby granddaughter. She was so excited that she told me she just became a grandmother on her way to the airport. I could feel her excitement and happiness from her face, voice and everything. I congratulated on the birth of her granddaughter from the bottom of my heart. On the other day, I met a family of grandmother, parents and a son came for checking in for flight to Calgary. While I assisted with their boarding passes and baggage, the grandmother told me that they were heading Calgary to celebrate one of her grandchildren’s wedding. It seemed she was looking forward to meeting her grandchild. I could say she seemed excited for the flight as well. However, I have met many families, couples, and guests fly when they should say goodbye to their loved ones. Whenever they told me their reason for flight, I sincerely felt sorry for their loss.

Our guests fly for various reason. Whenever they tell me their stories, I feel like I am a part of their journey in their life. That makes me feel special and also makes me feel there is something between the guests and Westjet which ties us together. It is my honor to be with our guests when they are happy, thrilled and even sad. I want to be a more empathic GSA who can feel the guests by heart!! 

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June 6th and 9th

One of the things I have found out in myself ever since I started work at Westjet is the fact that I love assisting guests, especially child guests!!

On June 6th, a mom and a boy came for checking in to fly back home in Vancouver. Just like other families with kids, the mom had bunch of things to drop off including a stroller and a car seat. It seemed it could be difficult for her to take care of her mischievous son and a pile of belongings at the same time. In fact, she was having trouble controlling her son since the boy kept running away from his mom and touching every kiosk. Suddenly, one of my co-workers on duty came to this boy and started asking some questions about his toys. It was interesting that the hyperactive boy became calm and controllable thanks to the conversation. While my co-worker was taking care of the boy, I assisted the mom with checking in and tagging baggage tags around her belongings. What a perfect team work!! After everything was done at the check-in area, I guided the mom to the Oversized Baggage Drop with holding the boy’s hand. She appreciated me a lot for taking care of her son. In addition, she told me that she graduated from Seneca King Campus 15 and more years ago after seeing my ‘Seneca Placement Student’ lanyard. I met Seneca alumni at the airport as a GSA and a guest!!

Sometimes it is frustrated for me to assist child guests since I just have few experience with kids. Moreover, I don’t know how to effectively explain things in children’s eyes. It can be a challenge, but I think I am getting better and better every shift. I like working with kids, and I like making them smile😊

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MAY 31st, JUN 2nd and 3rd - my first week at Westjet

My summer Field Placement at Westjet has just started!!

I had a training on May 31st, and I met 6 more Seneca students there. Ms. Alison Hayes, our supervisor, welcomed us into the Westjet Teamroom at terminal 3. Once I went in, I could definitely feel the friendly and caring spirits of Westjetters. We had a in-class training for mostly about company history and responsibilities of Guest Service Ambassadors (GSAs). At the end of the day, we toured the airport together and helped guests at Westjet check-in area for few hours. Although it was a short shift, it was enough for me to become more interested and feel excited about assisting guests and having connection with them. The entire training was so interesting and helpful. On top of that, I was thankful for being welcomed by Westjetters.

My shift started on June 2nd. Frankly speaking, I was worried about being in a situation that I could not manage by myself. However, every co-worker was very friendly and nice that they helped me a lot whenever I asked questions. I’m so glad that I’m working with these lovely people. I think I was not really competent in assisting guests professionally since it was my first week. Just one day of training was not enough for me to answer and manage every single situation. I hope I become more familiar with my job, airport amenities and Westjet regulations as time goes by. The most important thing is......I think I may fall in love with this GSA position in near future:D