YUL2010
Topic Author
Posts: 309
Joined: Tue Jun 17, 2003 8:57 am

A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:09 am

A Day in the Life of a Passenger Agent

YUL, Canada

It’s Christmas Day in Montreal! And what does that mean? A quiet day at work! or as I thought…
As I’m riding on the employee shuttle bus from the parking lot to the airport, I was reflecting on my previous day, Christmas eve, and recalling how f***ed up it was at work. I had a 5:30am till 8pm shift. That’s 14.5 hours in my nasty uniform… Flights were very full and it ended pretty badly at night with a DB (denied boarding) on my Charlottetown flight due to oversell…

The shuttle bus pulled up to the airport. I walked up to the employee room to badge in, where a couple of my colleagues where shift trading… One of the greatest benefits of working in my position is that we can trade shifts as much as we want, which frees up a lot of days off! After signing-in at 1:20pm for my 1:30pm - 8:15pm shift, I looked for my name on the work sheet to see what position I will be working for the day. International Standby Desk! That’s not bad. A bit stressful if the flights are busy. Basically, my job consists in giving seats to all revenue passengers who didn’t get seats when they checked-in due to oversold flights and to employees if there is space. It’s easy when there’s 10 pax on my list, but sometimes there’s around 40 pax and we must work very quickly because we start giving away seats when the flights start boarding.

I head to the planner’s room. The planner is a Customer Service Manager (CSM) who basically dispatches the agents for flight departures and arrivals. I always pop-in to say hello and chit chat for a bit. I have very good relations with my managers because they all know how hard-working I am Big grin (that’s a fact lol).

Hey Val, Merry Chrsitmas!
“You too! What time do you start?” she asked in an alarming voice.
Ummm, in 10 minutes about.
“Ok, gimme your coat and lunch and run to gate 5! We’re missing a second boarding agent for Vancouver at 13:45!”

Oh boy there we go again. If they start rushing me even before I actually start my shift, that means the day doesn’t look good at all… So I gave Val all my belongings which she promised to guard with her life. I kinda walked quickly to the gate (I tend not to run at the airport because I know they’re just trying to rush me when they say that), where my colleague Anna was answering a couple of questions from pax and taking care of the upgrades. People were still deplaning from an arrival at the gate, so I knew there was no reason to run! A 20 min delay was posted on the flight.

The crew was still at the gate. I knew the purser and we chatted a bit. As usual, the Vancouver flight was full, and there were lots of standbys on it. When the last pax deplaned, I told Anna I was going down with the crew to the plane and would call her from the bridge when we’re ready to board.

As we got the plane, both groomers and catering were on the plane busy with their work. Grooming was done in 5 minutes, which is pretty good, but catering was taking more time. A minute later, I see pax coming down the bridge. Great, I thought. As usual, someone called the gate and told them “Groomers are off start boarding”. So I politely ask the pax to stay on the bridge for a couple of more minutes until the plane is ready to receive them. I also quickly grab the phone on the bridge and call Anna to tell her to stop boarding as (1) catering was still on the plane and most importantly (2) the crew is still waiting to get on the plane. Typical miscommunication in YUL… that’s what happens when several managers try to take control of a flight.

Everything cleared up 5 minutes later and I went back up to the gate and continued boarding the flight. We wrapped up boarding pretty quickly in around 15 to 20 minutes. By that time, it was 2:15. I printed the PIL (paper work we give to the crew with names of our business class pax, special meals and commented pax such as wheelchairs, etc.) and went down to the bridge with the gates CSM.
There were still lots of passengers on the bridge waiting to get on the plane. The last 2 were a French couple who were making out in front of everyone and I really wanted to punch them in the face. Even my manager said the “What the f*** is that??” and that was the first time I heard her swearing.
Anyways, doors closed around 2:30pm and both my manager and I made out way back up to the gate.

Job well done, I make my way back to the planner’s office to take my coat and lunch. Val thanked me for my help. “That’s what I’m here for!” I replied. Took my belongings and went upstairs to my locker to put my nice green vest on. Then back down the stairs to check-in, where I settled in my standby desk. But the first international flight wasn’t till 5:30pm, AC 884 to CDG. Then AC 874 to FRA at 6:40pm, AC 870 to CDG at 7:30pm and finally AC 864 to LHR at 7:55pm. All flights were oversold with lots of employees except the London fight which had around 15 open seats.

The lines were building up. Of course, several employees called in sick on a day like today. So check-in was kinda slow. I saw a big Vietnamese family of around 15 passengers in the queue. I told them to come with me as I will check all of them in at once. The day before I had checked-in lots of Vietnamese going home to Saigon (Ho Chi Minh City) to visit relatives for the holidays. Today it looked like many others were making the same journey. As I pull up their file, I realized that none had the connection out of Paris to Vietnam on Vietnam Airlines. So I have to manually add it in, which took some time. When I started tagging the bags, one of them said “So they will go directly to Hanoi right? We don’t have to pick them up in Paris?” A comment to which I froze.  Wow!

I had done a big mistake. I added a connection to Saigon instead of Hanoi because of the habit of doing it so many times the previous day. What’s worse, is that already 3 bags have gone down to the baggage room. So I apologized and told the family what I had done. I reassured them that I’ll fix the problem by finding the bags in the baggage room and re-tagging them myself. But for the time being, I’m going to fix the connection on the computer and take the rest of the bags. They seemed nervous but it was my job to convince them that I’ll do my job correctly and professionally. I called the baggage room downstairs to ask them if they can put the bags aside for now and that I’ll be coming down later.

It took me around 15 minutes to finish checking them in. Once I was done, I printed 3 extra bags tags and rushed downstairs to the baggage room, which is very noisy and dirty. I asked for the Paris pier, and if they had pulled out 3 bags I had asked for. Indeed they did. So I tore off the old tags which had SGN on it, and put the HAN instead. I was relieved in a way. I hate making mistakes, and what’s worse, I hate passing on the responsibility to someone else. I wanted to make sure that the problem was fixed, and the only way to do so was by fixing it myself.

Went back to check-in, where I saw the Vietnamese family. I reassured them that everything was fine.
Around 4:30pm, I called my colleague at the gate for AC 884 just to make sure she didn’t need to do any seat swapping before I started giving away seats up front. Then I went through the check-in lines yelling “Est-ce qu’il reste des passagers pour Paris a 17:30? Any passengers for Paris at 5:30pm?”
A couple of pax raised their hand, so I pulled them out of the line, told them to quickly go to my counter and I checked them in. Then at 5:45pm, I got the OK to close the flight, which released around 10 seats in economy, just enough to accommodate my revenue pax who didn’t get seats yet at check-in. I called them one by one by name, gave them their seats, checked their bags, and told them to run to gate 61 which is the furthest gate at the airport. A couple of employees were there as well, but most had gone directly to the gate since they had no bags. I notified my colleague at the gate and she gave them their seats there. Job well done, cleared the standby list in 10 minutes. I decided to take my break lunch now as I had to be back at the desk by 5:30pm for the FRA flight. So it gave me a good half hour to relax in the lunch room.

As I made my way back there were more passengers queuing up for check-in. AC 874 was soon going to close so I started pulling pax out at 5:30pm. Got around 10 passengers out of the line and checked them in. I looked at my standby list, and although the flight is oversold, there was no revenue standbys on my list…. That’s because FRA has one of the largest no-show factors out of YUL. There were lots of employees waiting for seats, but only a couple in front of me. So I gave them the seats right away before the flight closed as it was obvious that there was many seats left and that would give the employees enough time to get to gate 52. I finished all of that around 5:45pm. The flight officially closed at 5:55pm, 45 minutes before departure. I continued doing some normal check-in.

Unfortunately, some passengers decide to arrive late at the airport.
Hi where are you going today?
“To Tunis via Frankfurt”
Frankfurt??? I asked… looked at my watch, it was 6pm. Looked at his ticket, and it was well written 6:40pm.
It’s too late sir, the flight is leaving in 40 minutes.
“No! I’ve been waiting in that long line for an hour!”
No sir, I called out everyone 20 minutes ago. The flight is boarding and all bags for Frankfurt have been taken to the plane.

He continued arguing with me until I took him to ticketing and quietly explained him why we don’t accept passengers passed the cut off time (mainly to ensure an on time departure). I told him ticketing will rebook him for tomorrow and that there may be fees involved as well. He wasn’t convinced, but I reminded him that it’s his responsibility to come at the airport at least 2 hours in advance for an international flight. I’m almost sure he had arrived less than 1 hour prior. If the passenger doesn’t have bags, I will sometimes think about re-opening a flight and make the pax run to the gate (although I don't have the power to do so, but I can make a couple of phone calls). But, I will also explain that we will not wait for him/her and I clearly advise the gate agent, so it’s a “at your own risk” kinda thing.

I went back to my counter to serve more passengers. With my luck, my next pax were also heading out to Frankfurt. Same ordeal, they got mad, but I didn’t respond. Brought them to ticketing, and reminded them of the rules to which they calmed down.
Again, I head back to my counter and it was around 6:20pm. Time to start the second CDG flight, AC 870. Again, I pull out the last remaining passengers left to be checked-in from the lines. Because of the heavy load, we really had to wait until 6:45pm to close the flight and release the seats. I had around 15 revenue and some employees. Lots of revenue pax were coming to my desk pretty angry not understanding why they weren’t assigned any seats when the checked-in. I have an easy time explaining overbooking to passengers, but no matter how clearly you explain it, and even though you tell them “I guarantee you a seat, but you’ll have to wait till the flight closes”, the French will always be mad at you and add a comment like “This system is ridiculous! Last time I fly you guys!” Oh well, what else can I do?  sarcastic 

Once the flight closed, I gave away the seats, and everyone was on their way the gate 51 by 6:55pm. I called the baggage room to tell them that the last Paris bag was on its way down.

Last flight was AC 864 to LHR. Since that flight was open, there were no standbys to take care of. So my job was done. I decided to take a little walk to the back offices as the line-ups at check-in were much better. I went to the planners room again, where Gilda was now the afternoon planner.
“What are you doing now?” she asked with yet again with an alarming voice.
Well, I’m done with my standbys
“Good, we’re missing one boarding agent for London. You’re on it now… run to gate 50!”

Another typical day at YUL…. Running around the airport covering up the fact that we’re always short-staffed...

I got to gate 50 around 7:05pm, out of breath, 10 minutes before we start boarding. The working agent for London is Gisele today, one of my favorite colleagues at work. The 2nd boarding agent was not there yet. The working agent (Gisele) is responsible for upgrades, seating, announcements and any other problems which may occur, while the boarding agent (me) takes care of the boarding only. A good boarding agent is proactive. In other words, asks the crew if they are ready to board, gets all pax needing assistance close to the gate, and gives as much info to the work agent to ease up the operation. That’s what I do, but some people are just lazy unfortunately, which can cause stress on the work agent and possible delays. Just a reminder that we have extreme pressure from our managers to make flights leave on time… not 1 minute late, or we get called in the office and “yelled” at.

Gate 50 is a nice new gate at Trudeau…. but the airport authority can’t seem to get their act together with their equipment. Phones, printers and boarding pass printers don’t work, and we don’t have time to fix it. I was the only one with the radio, so I gave it to Gisele as she needs to communicate with the managers if there are any problems. I go down to the plane to see if they are ready to start boarding. “Positive boarding” is 40 minutes prior to departure for an A330. The purser was briefing the crew when I arrived on board at 7:10pm. I kindly asked if we can start early to get things going but the purser said no as she needed to finish up the briefing, but that they’ll be ready in 5 minutes. All good. I made my way upstairs again, rounded up my wheelchair passengers, and one legally blind pax, and I assisted them down the bridge. Then I quickly made my way up again where Gisele was making her Business Class announcement. I realized that the 2nd boarding agent wasn’t at the gate yet, so Gisele started boarding with me on the other side of the desk.

5 minutes later, the agent still was not present, so I took the radio and called the planner and notified her that boarding is going smooth but that we need a 3rd agent. She said she’ll try to find someone ASAP.
15 minutes later, a replacement agent came in and took Gisele’s computer. Only then was she able to finally concentrate on her upgrades and some problems with e-tickets.

As I continued boarding, I was listening to the radio, and some bad news was going on…. Halifax flights were being cancelled due to weather. And later, it was getting worse.
“Gilda you need to send someone to gate 52, Frankfurt is returning to the gate”  eek 
I was still boarding at that time, so I couldn’t do much but to hope that I would be done my shift by the time the plane is back at the gate.

As boarding came close to an end, we had 1 passenger missing, and it was 7:45pm. Usually, by that time, the cabin “must be secured”. So I quickly went on board to see if the passenger was there. At the same time, I notified the ramp agents to start looking for the bag. They called me back on the radio 5 minutes later telling me that the bags don’t appear to be on his list. Great, so no bags mean doors can close and off we go!

I go up to see Gisele and she’s finalizing paper work for the flight. We watched the bridge come off and the departure was posted at 7:57pm. Darn, 2 minutes late. The reason posted was baggage reconciliation, so we’re not to blame!

I ask Gisele if she needs me and she said “no thank you, I’ll finish it up”. So I took my radio, and walked back to the offices. My shift finished in 15 minutes!  Big grin

I continued listening to the radio, more bad news. AC870 still at the gate with a mechanical. And it looks like it’s not leaving tonight.  eek 
I got in the planner’s office, where Gilda was there and she looked pretty exhausted. I sat down next to her to chat.
So what happened to Frankfurt?
“Disruptive passenger. Plane took off, flew for an hour, then pilots decided to come back to take him off the flight because he was being violent of some sort”.
So Paris is seriously not leaving?
“Well, it doesn't looks like it. Would you stay on overtime to help out?”
Yeah sure, nothing to do tonight.
“You want booze with that?”
Sure why not? Hehe, but I knew she was joking…

Anyways, after joking around a bit waiting for some news, we heard to our relief “870 pushing back”.
AC874 to Frankfurt unfortunately left 3 hours later then scheduled. Most connections out of FRA got busted. All of that for a stupid passenger who couldn’t keep his drinking under control. Security escorted him out of the plane. He cost the company a lot in fuel, landing fees and more. His file got transferred to corporate security and he’ll most probably be banned from flying Air Canada again.

As for me, my night was done. Thank God we didn’t have to deal with the nightmare of a canceled European flight. I already dealt with this nightmare this past summer and I don’t want to relive it.
I went up to my locker, then badge out at 8:20pm, and off I went to catch the shuttle bus back to the employee parking lot.
I was expecting a quieter night. All I knew is that I had a 5am shift the following day (Boxing Day!), and that it was going to be a crazy one  crazy 

Thanks for reading everyone, hope you enjoyed it!
"Hotel November Oscar clear to land runway 24L"
 
767er
Posts: 821
Joined: Thu Apr 26, 2001 2:24 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:18 am

Fascinating...a really enjoyable read.
Aircraft flown:F27,Viscount. EMB120, SAAB340, ATR70, 737-200.737-300,DC8, DC10,747-100,747-200,747-300,747-400, A320, A3
 
RP TPA
Posts: 510
Joined: Fri Oct 22, 1999 9:40 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:34 am

Hi....nice (typical) airport story. I work for AC in Tampa reservations, but I was at BOS arpt for 2 years (1995-97) so I've experienced the horror stories.

Are we using the new international gates for our intl flights? Last time I was in YUL, we were still using some of the domestic gates (3-5) for YUL/FRA/CDG. I'm not even sure where gates 50-60 are. Is it in the aeroquay, turning left when you get to that end?
 
AF Cabin Crew
Posts: 930
Joined: Sun Sep 19, 1999 11:45 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:38 am

Bonjour from Tahiti !

Loved it ! I am an Air France flight attendant and worked on the ground for a month. AF wanted us to see what other people do within the airline.

I really enjoyed your post, looked like it was a hectic shift indeed !

Mybe I'll run into you if I go to Montréal !

Happy Flying,

AF Cabin Crew
Ia Maitai to tatou tere !
 
HNL
Posts: 439
Joined: Mon Sep 20, 2004 1:51 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:49 am

Great stuff. thanks.
HNL - There's no place like it!
 
globetrekker
Posts: 800
Joined: Sat Dec 13, 2003 10:51 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 11:55 am

Sounds sooo familiar. I was a CSA for KLM many years and I can relate! You should start a weblog!

Globe Trekker
The World Is A Book And Those Who Do Not Travel Read Only A Page
 
YUL2010
Topic Author
Posts: 309
Joined: Tue Jun 17, 2003 8:57 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 12:40 pm

Quoting RP TPA (Reply 2):
Are we using the new international gates for our intl flights? Last time I was in YUL, we were still using some of the domestic gates (3-5) for YUL/FRA/CDG. I'm not even sure where gates 50-60 are. Is it in the aeroquay, turning left when you get to that end?

Nice to meet you! Yup, we're now using typically gates 50-51-52 for our LHR/FRA/CDG flights. But those gates are not in the aeroquay. Look at the ADM website www.admtl.com

Thanks for the comments!
"Hotel November Oscar clear to land runway 24L"
 
TonyBurr
Posts: 1060
Joined: Tue Mar 27, 2001 1:00 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 12:54 pm

YUL2010 - Thanks for taking the time and effort to write that. It was great reading. It helps us pax understand what you go through.

I really enjoyed it!!!
 
flypdx
Posts: 603
Joined: Sun Apr 24, 2005 3:19 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 12:57 pm

Awesome post! Very very interesting!
 
9252fly
Posts: 814
Joined: Thu Sep 22, 2005 7:19 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:14 pm

Another great post. For those of you that have fantasies about working for an airline,I hope YUL2010's post gives you reason to reconsider?  Smile
 
Moneypenny
Posts: 9
Joined: Wed Dec 21, 2005 12:34 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:15 pm

Thanks for giving this "outsider" an insider's perspective. You and yours have my respect and admiration.
 
aircanl1011
Posts: 259
Joined: Mon Aug 08, 2005 3:38 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:19 pm

When I first was the size of the post I thought that some crazy maniac was going off at something or someone again.

I decided to read the post and I really enjoyed it. Well done. You gave a great behind the seams look at what you guys go through.

I almost missed a flight out of YYZ 3 weeks ago because of a security back up. The AC people did everything they could and got me to my flight at the last possible moment. I really appreciated that. You guys deserve more credit than you get.

Happy New Year Folks.
CYMRU AM BYTH / WALES FOREVER
 
Cessnapimp
Posts: 1245
Joined: Sun Oct 07, 2001 11:46 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:25 pm

Very much enjoyed reading this YUL2010. I linked it to the AC F/A website. I think it is really important to know what the other side is going through when working a flight. Kudos for the writing time, and well written too!  bigthumbsup 

Quoting AF Cabin Crew (Reply 3):
I am an Air France flight attendant and worked on the ground for a month. AF wanted us to see what other people do within the airline.

That's a great idea! Was it part of the training curriculum?
 
atrude777
Posts: 4258
Joined: Wed Aug 13, 2003 11:23 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:30 pm

Wow, amazing report, Very nice. Even with all the drama it really makes me want to become a CSA or CSR or something at an airport for an airline. I really enjoy that stuff tremendously.

Alex
Good things come to those who wait, better things come to those who go AFTER it!
 
kith
Posts: 313
Joined: Sun Mar 21, 2004 1:26 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:37 pm

Wonderful post. Really enjoyed reading it, thanks! -Matt in KITH
 
Aleksandar
Posts: 2940
Joined: Sat Jul 29, 2000 11:43 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:39 pm

Wow, I really enjoyed reading it. Believe it or not, a job of passenger agent is my "dream job" and I even applied at BA for that job but they didn't even reply. Great stuff.
R-E-S-P-E-C-T
 
AY104
Posts: 451
Joined: Sun Nov 27, 2005 8:35 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 1:59 pm

Hey, thanks for the great rundown of your day at YUL!
It was so interesting to read all of your comments. I worked for various
airlines from 1972 to 1998. Originally from Vancouver, I started my airline
career with Finnair when I was staying in Europe. Came back here is 1975, to
start with Western Airlines at YVR, which merged with Delta in 1986. I worked with Delta until 1998 when they pulled out of YVR. Their excuse was that not enough revenue was generated by the mainly leisure market out of YVR, not enough business travel. We guessed that they would be back after the mandatory 5 years, and sure enough a couple of years ago they started a daily seasonal flight ATL to YVR, to cater to the cruise ship passengers in the summer! If that isn't leisure traffic, I don't know what is.
Anyhow, I decided that I had enough of Customer Service with the airlines, although very rewarding in many ways, I was 48 years old, been doing it over 25 years and was becoming burned out. Now I am doing print production work, and very happy.
I am also very fortunate to have a best friend, retired from Air Canada, who is single, and has named me as the designated travel partner. With that, of course I am able to travel on my own as well.
I have taken a number of flights on Air Canada over the past year or so, including one revenue ticket YVR-YYZ-YVR. What I want to say is that I complement you and your colleagues in your professional and friendly service. The service I have had on the ground and in the air has been outstanding. I have been on standby for numerous flights, on one occasion waiting for 5 YVR-YYZ flights in a row - mostly wide-body equipment - and was so impressed by how professional and organized everything was. I have also heard many stories from many of my friends with whom I worked at Delta, regarding how organized AC is in comparison to DL. Even in my day, the system we had always caused nothing but chaos at the gates.
I am amazed at how many travellers still try to check in late for flights. Even with US Customs preclearance, we used to get late pax on all flights on a daily basis. I often wonder how some of these people get through life, if they can't even organize themselves in an appropriate manner to show up for a flight in good time, especially with security and customs to clear. It is also incredible how few people refuse to take responsibility for their own actions, and usually lay all of the blame for their tardiness on the airlines. I could go on forever also on these topics, but we close now and thank you again for your comments, and also for your wonderful service which is appreciated more than you will ever know.
Cheers,
AY104
The only thing a customer should expect for his/her loyalty is good service
 
aircanada014
Posts: 1224
Joined: Sun Oct 09, 2005 2:24 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 2:41 pm

Awesome report, I can see why being CSA is very stressful during busy time. Well done. thanks for sharing with us your job at YUL.
 
sk601
Posts: 896
Joined: Sat Jun 11, 2005 11:46 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 4:55 pm

I really enjoyed reading your report! It is very familiar, although I am at the other side of the Atlantic. The angry late passengers, the upset sby pax, the oversales, the returned a/c, catering not ready, justify every minute delay, running from gate to gate etc etc. The same here in AMS.....

Quoting GlobeTrekker (Reply 5):
I was a CSA for KLM many years

Did you leave KL and AUA??
 
standby87
Posts: 403
Joined: Tue Jul 03, 2001 2:33 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 8:31 pm

YUL2010: probably the most interesting thread on a.net I've read this year!

I relate to a lot of that: trying to be as pro-active as possible and anticipate problems before they happen. And then they happen anyway!

I have been to YUL, but can't remember the set-up for check-in queues: turning pax away at STD minus 40 is horrible but what else can you do? And of course, they really have been waiting for an hour hey  sarcastic 

Just one question: are you legal to work 0530-2030hrs like you did on Xmas Eve? I was quite shocked to see that. Only in Emergency cases would we do that, and Xmas Eve is hardly an emergency, it's there in the Calendar and you know it's coming!

Cheers and if we get to Canada next year on AC from ZRH, I look forward to having you check us in!
 
JRadier
Posts: 3943
Joined: Mon Sep 27, 2004 11:36 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 9:19 pm

Quoting 9252fly (Reply 9):
Another great post. For those of you that have fantasies about working for an airline,I hope YUL2010's post gives you reason to reconsider? Smile

It doesn't make me reconsider, sorry. Thanks to this post I am sure I still want to apply for a part-time job @ Globeground @ AMS soon.
For once you have tasted flight you will walk the earth with your eyes turned skywards, for there you have been and ther
 
FOMEA
Posts: 838
Joined: Fri Jul 01, 2005 8:10 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 9:41 pm

YUL2010,
Very interesting and amazing report to read.

Bravo. bigthumbsup 





Regards
F-OMEA.
On the internet you can be anything you want..its strange so many choose to be Stupid.
 
halls120
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Joined: Sun Jun 05, 2005 3:24 am

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 10:10 pm

Quoting Standby87 (Reply 19):
YUL2010: probably the most interesting thread on a.net I've read this year!



Quoting FOMEA (Reply 21):
YUL2010,
Very interesting and amazing report to read

 checkmark  x 3!
"Suppose you were an idiot. And suppose you were a member of Congress. But I repeat myself." Mark Twain, a Biography
 
malmoaviation
Posts: 379
Joined: Fri Nov 25, 2005 6:08 pm

RE: A Day In The Life Of An AC Passenger Agent

Thu Dec 29, 2005 10:22 pm

Great report! My mother had the same work some years ago @ ARN for AY. I think she had like same days as you some times...  Yeah sure
 
globetrekker
Posts: 800
Joined: Sat Dec 13, 2003 10:51 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 2:07 am

Quoting SK601 (Reply 18):
Did you leave KL and AUA??

Yep, I did. I am living in Holland since 10 days ago.

Ryan
The World Is A Book And Those Who Do Not Travel Read Only A Page
 
INNflight
Posts: 3526
Joined: Tue Apr 13, 2004 5:11 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 2:58 am

EXCELLENT report of a day at work, I was pinned to the screen when reading through your written lines, so fascinating to see what's going on behind the scenes!

Thank you very, very much for that report! I really enjoyed reading it!

cheers,
Florian
Jet Visuals
 
boeingfanyyz
Posts: 970
Joined: Sat Jul 23, 2005 12:12 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 3:21 am

Of all the trip reports/airline employee "journals", I found this one to be far superior than all the others. It was quite an interesting read, I must say!

You remind me of Yolanda (spelling?) from "Airline". She deals with a lot of s**t each day, but she always does it with a smile!

Good job, YUL2010!

Cheers,
Boeingfanyyz  airplane 
"If it aint boeing, it aint going!", "Friends are like condoms...they protect you when things get hard!"
 
LFutia
Posts: 3155
Joined: Sun Dec 08, 2002 11:04 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 4:11 am

wow!!! Nicely written!!! it never ceases to amaze me what hard work you guys do to make flights go smoothly. I heavily enjoyed reading this, and I'm looking forward to reading more!!

Leo
Leo/ORD -- Groetjes uit de VS! -- Heeft u laatst nog met KLM gevlogen?
 
jacky
Posts: 7
Joined: Tue Apr 12, 2005 9:27 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 4:32 am

Excellent report to read. I am working at the airport and experienced the same
hectic days. Congratulations for your excellent worj and happy New Year to all
members of Airliners Net
 
Ken777
Posts: 9064
Joined: Thu Mar 11, 2004 5:39 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 4:33 am

Great post YUL2010!

As a simple pax I learned long ago that you have a challenging job at times - mostly due to yoyos that are "too important" to get to the airport in plenty of time. I've also learned that the good folks in your position enjoy a pleasant pax (even when there is a problem like a mechanical) as much as we enjoy pleasant FAs during a flight.

Thanks for taking the time for a most interesting post.
 
HanginOut
Posts: 521
Joined: Sun May 29, 2005 3:24 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 4:52 am

Great post YUL2010

I travel a lot with AC, and I've almost always found the CSA/CSRs to be very friendly and helpful. I love dealing with them.

As a loyal AC customer, just let me say thanks for all of your hard work and have a great new year.

HanginOut
Dreaming of the day I can work for an airline
 
aussiestu
Posts: 752
Joined: Tue Mar 20, 2001 7:32 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 5:20 am

Great report and a change from the usual whinging that we read on here. Hope your festive work roster improves in 2006. Look forward to reading this type of thing again.  Big grin
 
lucianflyboy
Posts: 147
Joined: Wed Jun 22, 2005 11:30 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 5:23 am

Good Lord!
Sounds like one of my typical days at DFW. I worked in the war zone aka 'ZONE 3' which was international arrivals and departures. It was always, always crazy there for the simple fact that the exit from immigration was to the left of the counter. The check-in lines would be twisted with the lines for people going through security coming from immigration. I looked like on BIG MESS of people. So picture this, LGW, ZHR, FRA, CDG, BZE, MEX,NRT and MTY come in at almost the same time and at the same time we're closing off out bound ZRH and FRA. LIM, the first LGW (AA50), CDG, MIA/EZE (AA905) are checking in at the time. It was a night mare most days.
Where are my roller skates!  hissyfit 
 
MAS777
Posts: 2757
Joined: Sun Jul 11, 1999 7:40 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 5:52 am

Quoting YUL2010 (Thread starter):
That’s 14.5 hours in my nasty uniform…

Hey - bet you still manage to make that uniform look great!!!  biggrin 

Good to see read your posts again - its been a while.
Have defected from Skyteam to Star so look out for me at YUL when I arrive for the Games this Summer!
 
radarbeam
Posts: 998
Joined: Fri Mar 01, 2002 9:00 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 7:33 am

Thanks for sharing with us what a day at the airport is like. I work in YUL too, not the airport but in the Vendome building, Aeroplan res centre.

All the best,
Radarbeam
 
JAGflyer
Posts: 3453
Joined: Tue Aug 10, 2004 5:31 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 7:58 am

Today I was checking in at 12:15pm for my flight back to YYZ from YUL. Let me tell you the biggest problem I faced that day. For the Express Baggage Drop-Off you had 3 agents working a LINE OF ABOUT 60 PAX! Totally unacceptable. It took nearly 50 minutes to get checked in once they finally opened 3 more desks. It was not only me that was upset a man behind us going to Regina was loudly muttering to my dad about how "it's no wonder AC is going down" and "terrible customer service". The flight itself was fine for a 50 min flight but the check in incident is totally unacceptable.
Support the beer and soda can industry, your recycle old airplanes!
 
CO7e7
Posts: 2686
Joined: Thu Dec 30, 2004 3:39 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:08 am

Awesome .. Thanks for sharing!
 
DLH404
Posts: 28
Joined: Sun Jan 28, 2001 8:36 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:10 am

Great read! Really love it.
Its like that at an big airport.
I work for LTU at the airport at Duesseldorf/DUS as a loadplanner/ops agent. Have that stuff happening all the day.

Bye

Jan
 
ACdreamliner
Posts: 429
Joined: Mon May 30, 2005 8:15 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:10 am

Thank you very much for taking the effort to post that. Very informative and interesting.

Its people like you, going that extra mile, that makes Air Canada my number 1 choice for trans atlantic flights as well as Canadian domestics. (See my signature).

Wonder if you can help with a little query i have. I am being flown YYZ-YUL for a meeting with Duncan Dee in early April, the exact phrase that was used to tell me this was 'phone me when you get to toronto, and i will arrange for you travel to montreal to meet with Mr Dee'. Does this mean non-rev? if so, what's the process i'll go through?
Where are you going?
 
HKGKaiTak
Posts: 971
Joined: Sat Jun 25, 2005 9:48 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:15 am

Wow what a great post ... a wonderful insight for us outsiders ...  bigthumbsup 
4 Engines 4 LongHaul
 
radarbeam
Posts: 998
Joined: Fri Mar 01, 2002 9:00 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:19 am

I forgot to ask. Didnt you guys had a bunch of new agents that were hired last OCT? I think they were looking at some 20ish new people, did that number ever materialize?

Radarbeam - QAE
 
Cessnapimp
Posts: 1245
Joined: Sun Oct 07, 2001 11:46 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:24 am

ACdreamliner,

Non-rev is referred to when you are travelling on "empty seats" on the plane, and for your personal use. Although your seat will not be "paid", it will be a confirmed seat, to be treated just like a "rev seat".
 
mtyfreak
Posts: 335
Joined: Fri Apr 30, 2004 1:03 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:44 am

That was great!!

Thanx for sharing!
Only here for the beer...
 
User avatar
longhauler
Posts: 4987
Joined: Sat Mar 06, 2004 12:00 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:54 am

Great post, I always like to hear about the other departments in our airline.

A few weeks ago, the weather at YYZ was a mess, and the operation was showing the effects. While we were waiting the arrival of the aircraft for our departure, a nervous passenger approached and asked some questions about operating in snowy conditions. He was obviously concerned.

As I had time, I carefully explained about performance calculations in snow/slush, the deicing/anti-icing process, the aircraft itself ... speed brakes, autobrakes, antiskid, engine and wing anti-icing. And how, when push comes to shove, it was safer in my plane that walking across the street, even in those conditions.

The CSA at the gate was listening to this and approached me after the passenger left, and said "boy you have a tough job when the weather gets rough". I looked at her, and looked at the huge masses of people at YYZ T2, and that all had to be processed, assisted, handled, etc and said "You know, I'd rather land a 100,000 KG aircraft at 140 knots onto an icy short runway than face these people!"

I guess we all end up where we should be when it comes to airline jobs.
Just because I stopped arguing, doesn't mean I think you are right. It just means I gave up!
 
ACdreamliner
Posts: 429
Joined: Mon May 30, 2005 8:15 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 8:59 am

Quoting Cessnapimp (Reply 41):
ACdreamliner,

Non-rev is referred to when you are travelling on "empty seats" on the plane, and for your personal use. Although your seat will not be "paid", it will be a confirmed seat, to be treated just like a "rev seat".

Thank you for this insight. Hopefully be joining you fine people at Air Canada before long!
Where are you going?
 
cyberual
Posts: 148
Joined: Thu Dec 30, 1999 4:06 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 12:02 pm

Interesting post!! I really wonder how other airlines operate..
 
YUL2010
Topic Author
Posts: 309
Joined: Tue Jun 17, 2003 8:57 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 1:18 pm

WOW, I wasn't expecting such a great response!
I don't have much time to write now, but I will reply to some of the questions posted later on.
Just wanna say a quick BIG thank you for all of your great comments. I will try to write more if I there's a day worth writing about!
Cheers guys,
YUL2010

[Edited 2005-12-30 05:20:57]
"Hotel November Oscar clear to land runway 24L"
 
ACdreamliner
Posts: 429
Joined: Mon May 30, 2005 8:15 am

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 6:48 pm

yeah mate, we all just spoke the truth, hope you get to check me in on the YUL-YYZ leg... free upgrade!!! i got 1 or 2 aeroplan miles! lol (well, 15,000 by then) lol. anyways, thanks again...
Where are you going?
 
AMSSpotter
Posts: 263
Joined: Thu Feb 17, 2005 10:10 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 7:20 pm

Thank you so much for a great report from an insider, my eyes never left the screen for a moment!
 
OB1783P
Posts: 310
Joined: Mon Sep 22, 2003 9:49 pm

RE: A Day In The Life Of An AC Passenger Agent

Fri Dec 30, 2005 9:10 pm

Quoting Standby87 (Reply 19):
YUL2010: probably the most interesting thread on a.net I've read this year!

Same here. Welcome to my respected list. I still would switch places with you if I could, but I didn't realize how you are faced with hours and hours of stress on end.

I don't want to start "something," but I do hope you are well paid, considering the responsibilities you have, plus the fact that if you and your buddies are not paid well, the turnover would result in regular chaos.

Good catch with the Saigon-Hanoi mixup. If that family got their luggage when they arrived, they will think HIGHER of you and AC than if you hadn't goofed in the first place. That's what I call the "good whoops factor." Companies and employees who deal well with their "whoopses" build tremendous loyalty. Everyone loves seeing a mistake corrected efficiently, with a clear explanation.

Bonne Année tout le monde, et bon vols!
I've flown thousands of miles and I can tell you it's a lot safer than crossing the street!