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Documents Check

Day 10:

Today on 31st July 2022, it was after a long time since I reported for the shift due to schedule. It was a challenging and slow day as well. The briefing was on time and we went down to the check-in area, as passengers has reported early and there was not enough space for us to set up the stanchions due to other airlines’ operations, we somehow managed the area. Counters were set up for check-in. As usual, I went for a document check of the passenger, where I will check the basic mandatory documents of the passengers in regards to the Covid-19 vaccine, medical tests, and their declarations as per the country’s requirements. There were various passengers with improper documents, helped them to complete their documents. One of the challenging tasks was a Chinese lady, she was a non-English speaker and was traveling to Malaysia, she needs to do her declaration before arriving there. Plus she was not aware of many details like the local contact number, and address. It was difficult to explain to her, but after a lot of effort, I finally completed her declaration. After this, she went again to the counter for check-in and found that she had excess, and the counter staff asked me to help out to balance the weight, again it was a tough one to help her as she was not understanding English. But yes, she was very cooperative. After a lot of effort, she understood and helped me to manage the stuff. Around 0010 HRS, I went to the boarding gate for assistance from the gate staff. I filled out the application for the passengers traveling to the Philippines with their one health pass. Though we cleared the boarding on time and the flight departed as per schedule. This is how I spent my day helping various passengers, it made me delighted to see the excitement on their faces.  

Here its me at the boarding gate with all display boards and the aerobridge operator machine.

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RAMP Check

Day 9:

July 19th was the day I went to observe the airside duties. Initially, I was there by the counters, as usual, I set up the stanchions for the different classes of passengers and did necessary arrangements for smooth operations. The flight ETA was around 2210 HRS and I was asked to go on RAMP with our AODM Mr. Boris. We went to the flight by 2245 HRS, where arrivals procedures were completed, and departure cargo loading was undertaken. First, we went to the baggage area where I saw the loading of the pieces of baggage into the container. He showed me the segregation of baggage as per their class and route. I will say it is very systematic, like with such technology and advancement, chances of error are very less. And if something goes wrong, it can easily be tracked down. Then we went to the aircraft, our gate was C34 on that day and it was for the first time I was below an Airbus 350. It seems so huge down there. All allocation and staff were working with such coordination, like everything is going parallel, like on one side aircraft refueling are going on, on another side loading of baggage and cargo, catering upliftment, aircraft cleaning, and sanitization work. It was an amazing view, seeing all these things. Later on, we walked around the aircraft, Mr. Boris showed me all the major areas of the aircraft like the cargo hold, fueling zone, aircraft wings, engineers’ work area, and aircraft nose (the most mesmerizing view of the aircraft). I remember we were standing below the aircraft wing, and we were discussing the load control part, which I loved the most. Later on, around 0050 HRS, we went up the aerobridge and helped the RAMP staff in delivering the strollers from the gate and this was something I had never done before. At Pearson Airport there are the slides at the bridge where we just put the stroller and it comes down and another person just needs to pick it up, so we did that and went to the boarding to assist gate staff. I started doing a positive ID check of economy passengers and completed one entire seating zone. We completed by time and the flight departed early. Today this airside experience was great. I observed various things and had several queries for that, and yes it was resolved on the spot only.

Here are the images for baggage container and trolleys, Cargo hold, the water level in aircraft, YYZ airport apron

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Rough Day

Day 8:

Today July 17th, 2022, was a bit difficult day compared to other days. The majority of passengers were having document issues. During the briefing, it was clear that the majority of passengers are traveling to India and the Philippines and there are certain declarations that need to be presented before checking in. So as a queue staff, it becomes our responsibility to confirm all the documents are as per the requirements. For Indian passengers, the Air Suvidha declaration and the Philippines passenger’s one health pass is a mandatory declarations. Fortunately, the majority of passengers have reported and there was a long queue of passengers. We set up stanchions for the passengers and filled the queues with passengers. I went inside the queue and started asking passengers for the documents. I found multiple passengers without these documents. To complete the declarations, it is a simple process of applying online and results are obtained once it is submitted. I assisted various passengers in filling out the forms online. I remember a passenger who was not tech-friendly, I filled his form 4 times because he was closing the browser repeatedly. At last, I successfully submitted his application, and he was able to check in. the other passenger I encountered was traveling to India, they were a couple and were not able to complete their declaration, they were doing it on their own but they were stuck at uploading their vaccine proof. And at that time I was not aware that it should be a PDF file, I was submitting a JPG file and it was showing an invalid file. After trying a lot I saw the condition and converted their file to PDF and uploaded the document and it was completed. After them, another lady and her kid were facing the same problem, but now as I am well aware of the website, this time I did it smoothly and completed their declaration forms. Despite counters being cleared off by the scheduled time. Today, though it was a bit tricky day I learned various things in assisting the passengers, and after completing their declaration, they seems so relaxed and happy, their happiness is the thing that made my day. I felt so delighted after helping them.

Image of terminal 3 zone 4

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Progress Day Check

Day 7:

Today on 11 Jul 2022, I had my progress check with my college professor Ava Shum. She is one of the most wonderful professors I have met now. She is so kind, humble, and helpful. We were asked to be there a bit earlier than our usual time. So, I was there by 1930 HRS and our professor was there already. First, it was decided that Aayush will go for the progress check. During that time, I changed my uniform and refilled the dim sum cart, which is part of our daily responsibility. Aayush completed his progress check with her, and it was me going in. Professor and AODM Ms. Winn were there in the conference room. We were asked to bring our logged hours with Cathay Pacific, one of the assignments and the challenges we faced, and the success we got during the time span till now. She asked me about my future and the culture at CX, and any problems I am facing with my placement. It was a nice session with her. Later on, we had our briefing and today I did both arrivals and departure gate duties. It was a bit stressful, but it was an awesome experience. The arrival load was full, and we had around 21 passengers who needed assistance. We cleared them out as per the procedures of airlines and then I went to the gate to assist gate staff. I helped them in checking documents of arrival passengers and I helped 3 ladies traveling to the Philippines who were not able to fill their online declarations as they were not that tech geeks. I helped them to fill out their forms and get them verified and got their boarding pass. We commenced boarding at the scheduled time and Yes flight departed on time too. I had a short but great session with my professor and it was nice meeting her. Hopefully, I will have her on campus someday.

Here is a photo with our professor. From the left is Aayush Joshi, Professor Ava, Tania and me.

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The Arrivals

Day 6:

Today on 4th Jul 2022, I was allocated for arrival duties and a queue agent. As usual, we were there in the office by the time. I was a bit early, so I got ready and prepared the dim sum cart and inbound flight for the domestic passenger. The briefing began at 2030 HRS sharp and yes the flight load was full. At 2110 HRS, all team members went to the counters in zone 3. So, I and our AODM started to work on the stanchions and other people went to get the signboards of CX. The stanchions were in position, and we started segregating passengers as per their queue. All the passengers were in the queue and luckily the flight was arriving early that day, so by 2200 HRS I left the counter area and went to the gate with a CX staff. As per the procedure, arrival staff will set up the gate for boarding by checking the system and setting up sign boards. We found that the bag tag printer was not working that day and we contacted the IT team of the airport for the same. Within minutes, he was there, and the problem was solved. The flight arrived by 2225 HRS and was waiting at the aerobridge for the flight to arrive. Prior to that, we checked the number of arrival wheelchairs and the agents to push them. And found it was all in order. The flight came and this was the first time I saw the arrival of the flight at its bay. I was so intrigued that a ground staff will attach the bridge to the aircraft. I was excited to see that part. CX staff attached the bridge and disembarkation began. As per the requirements of customs, airlines should offload 100 PAX and hold for some time and then offload again 100 PAX, so that the arrival area is not much crowded. I helped the passenger requiring assistance and a wheelchair by getting an agent responsible for the duty. Within 20 minutes flight was empty and we walked to the arrivals where bags were supposed to come. It was carousel 10. I met other Swissport staff who were handling our baggage. I stood nearby the carousel, to help passengers with their boxes and oversize luggage identification. I also helped the crew with their baggage. We cleared the arrivals, and I went back to the counter area to help other colleagues with clearing out the counter. Counters closed on time, and we cleared out the stationery and went back to the office. Kept all the things in their place and left the office. This is how I learned a new allocation of arrivals and yes it was totally a different experience. As a passenger, it feels simple, but it is not that simple. In aviation, on-time performance is mandatory, for the sake of maintenance of the standard.

Here is the image of the flying beast CX.

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The Best Place

Day 5:

Today 22nd June 2022, I cleared security for the first time as I was allocated for departure gate duties. The flight load was full, and the majority of passengers had reported. Around 11:40 PM I went to the gate with a CX staff as I need an escort to clear the security. We went to the gate and prepared the gate for departures. Due to inbound flights, we announced some passengers’ names to check their documents. Luckily, we found a majority of arrived passengers easily. Some passengers were missing as their flight had not arrived. Around 12:45 AM, before 15 minutes of boarding a passenger came to us and said that he was not able to find his passport and without a passport, he cannot travel. I remember the passenger from the counter area, and I asked him to keep his passport and documents properly as he seems a bit drunk and was not in his own control. We helped him to find his passport by asking him to check his bags, and remember where he went before coming here. He told us he went to the lounge and washroom, I went to security in order to find out if somebody gave it to them and other staff went to the lounge and washroom. Fortunately, a staff found a passport near the lounge and we gave him back. Luckily, boarding commenced as per the schedule, and I did a positive ID check, where I need to check the passenger’s passport, and boarding pass and needed to make sure it was the only one for this flight. As boarding was in sequence, we had sufficient time for doing the procedure. After boarding was done, as per the system we were short on 6 passengers among which 2 were at the gate and 4 others have not come due to the late arrival of the flight and the decision was taken to offload them as it was getting late. The gates were closed and the aircraft was ready for pushback and the passengers arrived, unfortunately, we denied them and made them understand the policy of the airline and suggested to them alternative paths for such delay. After departure, we all staff came back to the office together and it was a great experience for me. It was nice working there and I learned a lot of new things. Below are the images for CX flight A350 and Flight Information Display System.

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Achievement Day

Day 4:

Today on 21 June 2022, I finally got my yellow RAIC card. After rescheduling a lot of dates and confirming all documents, I can acquire the access card. Now with this card, I can clear the security and perform the other allocations. I remember I use to scroll the website every 5 minutes to see the availability, I booked the appointment 3 times earlier, but was waiting for my police clearance from India to get my criminal background check done. I got my letter on 6 June 2022, and I had my appointment on 24th June 2022, but fortunately, I got a 3-day early slot and acquired my RAIC. I went to terminal 1 GTAA administration office, my slot time was at 09:30 AM and I was there by 09:00 AM, as I was a bit concerned for my documents check. I entered the office and was allotted a token at the entrance and was asked to have a seat and wait for the call. I waited around 10 minutes and my number B46 was displayed on the screen, showing me to go to desk 2. I gave the documents required, and the agent verified the documents and asked me to sign various papers. Once the documents are verified, I must give an exam, which contains 5 questions and 60% was required to pass. Though I secured 80% and cleared the exam. Then the agent asked me to wait for some time and there I was waiting. After some time, the agent called me to a biometric room, where he took my eye scan and fingerprint. And within 2 minutes he returned all other documents and gave me my yellow RAIC card. I cannot express my happiness as if it is my achievement and also now, I will be able to work at other allocation. Here is the below picture for the same.

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Learning Day:

Day 3:

Here comes my second day for the shift 2nd June 2022. And the flight load was totally full. Even accepting staff tickets was a concern. I and the other two students had their shift for the day. But unfortunately, both students called in sick for the day and there I am all alone as a queue staff. Though it is a bit stressful day because when we got down at the departures it seems like the majority of passengers has reported for check-in. Also, I learned a lot of new things. Let’s say our Airport Operation Duty Manager arranged stanchion in such order that whatsoever class passenger is there, he/she needs to enter from one point of entry only and then there are separate lanes for inside. Honestly, such a thing would have never been in my mind or have experienced before. Secondly, I came to know about the upgrade policy of airlines. All passengers are not eligible to get an upgrade. Their class of booking is the important part. And most importantly, from the day the Hong Kong government uplifted restrictions on the transiting passengers, so the majority of passengers are the onward traveler. Here by the departure counter, I am managing the queues of the passenger, diverting passengers to their appropriate lanes, and making sure other airlines’ counters are not being disturbed. Although after busy hours, counters were closed on time, without any discrepancies. And with the cooperation of other team members, we cleared all stationery from counters and went to the office. Once counters are done, we don’t have anything to do until we have a RAIC. So, I was allowed to leave as I had nothing to do. This is how I spent day 3.

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Here the day comes for my first shift as Customer Service Ambassador at Cathay Pacific Airways (CX). As per schedule, me and other colleagues were asked to report at 1900 HRS, so we can acquire the proper briefing about the flight, and also our roles and responsibilities are explained. And also all staff were on time. The briefing began at 2000 HRS, we are assigned as queue staff and are responsible to manage the passengers by segregating them as per their class of travel.  The airline has four queues for the passengers which were Economy passengers, Fly Ready passengers, Premium Economy passengers, and Business passengers. Soon after briefing, with all airline stationery, we went to the counter, the flight load is full for the day, and passengers reported early. We all managed the stanchion and made the path for passengers. I was allocated at the fly ready queue entrance, where I need to check the confirmation email for the fly ready. It’s a requirement of the airline and HKG government in regard to the covid-19 protocol for the safety of all. The queue was long as the majority of passengers have reported for check-in, but with the efficiency of the staff at the counters, operations were very smooth. Counter closure time is 0040 HRS and it is on time. We learned how to clear the stationery from the baggage tag and boarding pass printer. Above is the image for the baggage tag (upper) and boarding pass printer (lower). Around 0100 HRS, we cleared all counters and placed all the stationery in the office, and got relieved by 0130 HRS. Also, I met various people from different parts of the world. Ultimately, it was a great experience working with an international airline. Getting excited about my next shift.

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Orientation Day

Hiii… Welcome to Raj Kapadia’s blog.

As from the title, I guess it is not easy for everyone to identify the core concept of the blog. So, I’ll elaborate on the title YYZBLOGRK, where YYZ stands for Toronto Pearson Airport, BLOG is a blog and RK are my initials. So, this blog is about my experience and learning at a Canadian Airport with Cathay Pacific Airways. Here, we are on day 1, our very first day for the orientation. Though this session was for the basic information and background of the airline. We were asked to be there by 1300 HRS, and aviation needs punctuality, and I am more intended towards it and yes, my excitement was at another level, I was there by 1200 HRS. We were taken to the office by our Co-Op coordinator (MS. Claire) where we met AODM (Ms. Winnie) in the office. The orientation began at 1330 HRS in the conference room in the office. We obtained various information in regard to the arrival/departure flights as well as timings, aircraft types, stationary used during operation, and loyalty program. Our session was completed at 1615 HRS and the above is the photograph we took at the very last for the memories.

From the corner left is Jhewel, second left is Tania, in center it’s me, next is Grayson, and the corner right is Aayush.