Jet-Set-Go!

Blog #10 | November 24, 2019

One of the very rewarding aspects of my field placement at WestJet has been the interaction with a superb group of colleagues and friends in the atmospheric airline community.

A goal is something that needs to be accomplished every time when we’re at work, and a great player is a person who can do everything on the floor. He can do assists, encourage his colleagues, gives them confidence to go forward. It is someone who, when a team does not do well, becomes one of the leaders. And believe me, it’s a great honour to be recognized by the guests, but it’s even more rewarding if your friends and co-workers appreciate you and your help. If it doesn’t turn out okay, that’s fine, if the guest isn’t satisfied, that’s totally fine. Because at the end of the day, our way of providing service will never change. By providing them the best service in a professional manner, and with a friendly impression. As for me, instead of just working on my own, I resolve to work with my colleagues and co-workers to succeed in producing the good rather than failing to produce the perfect. Because there will always be a time when something can go wrong while assisting a guest or someone. You can’t change the way it is, you will need some help. Working alone is okay but working together as a team, that’s where the real work gets done.

They say that the opposite of underminer is a supporter. When colleagues are supportive, they go out of their way to be givers than takers, working to enhance our productivity, make us look good, share ideas, and provide timely help. That’s why it’s important to always have a positive vibe at work, and always smile no matter what. Not only because there’s always someone watching and monitoring us on the floor, but because it only shows that we are capable Guest Service Ambassadors acting as professionals.

Just a gesture of smile can always make a big difference and can change the vibe at the workplace. Because I know that if I’m not happy, my colleagues and the other employees are not happy, and my guests would probably be not happy as well. Finding happiness begins by discovering our ability to listen, paying attention, interacting, and by just having fun. Alternatively, by sharing a smile, a laugh and just by being nice to everyone - from friends, colleagues, co-workers, and especially guests or even strangers at the airport. Including those who are not from the same station in life as you.

The feeling of overwhelming joy when a guest recognizes your effort and made the job done easy for them gives you joy and satisfaction. A hug from the employees when you get to see them or when they noticed that you did an awesome job, a simple pat on the shoulder from your colleagues, and a smile and “Thank You” from guests, these gestures are always the best and satisfying to have.

Awards are great, as you get to meet up with friends and colleagues from your industry - a sort of reunion.

This experience allowed me to interact with a lot of people at large, and it also made me a very patient person.

Thank you so much WestJet for this awesome opportunity!!

Blog #9 | November 3, 2019

We got our new operations in Rome, Jetters!

Whoo Hoo! Get your Bucket List ready!

Public Notice | New Travel Destination | Rome(FCO), Italy

Urrà! WestJet is pleased to announce that we have a new travel destination.

You say Rome? FCO it is! 🛩 🗺

Photo credits to WestJet’s LinkedIn page

Starting on May next year, fly non-stop from Calgary to Rome on the 787 Dreamliner. Thank you WestJet!

As WestJet spreads its wings, Alberta and Albertans gain global connectivity AND opportunities.

Let’s embrace the broader economic development bridges, cultural exchanges and commercial relationships offered to us, and support our “provincial flag carrier” to ensure mutual success and sustainability. While we should be encouraging proud Albertans of Italian descent (and those from any catchment countries in the region) to invite all of their family, friends and business contacts to visit our great province, let’s also embrace all that Italy has to offer in filling those beautiful WestJet Dreamliner seats!

You say seat sale? We got you! Hang on tight and keep on the watch for more news and updates!

Dig deeper WestJet, we’re not a company to get behind! We are setting the bar on travelling.

Kudos to this new destination! We look forward to this new operation. It’s gonna be a successful route on 2020, next year!🤞🏻😁

Link to the travel info:

Link to the video promo:

SELF-SERVE BAGGAGE DROP (SSBD)

Blog #8 | October 27, 2019

WestJet Self-Serve Baggage Drop machines operates differently than any other airlines’ SSBD if they have it, or just the over-the-counter Luggage Drop-off. At WestJet, SSBD machines are found in both sides of our Check-In Assistance area. Both of these spots are available for use at all times and all baggage belts are in good working conditions. However, there are times when the machine can have very little technical problems, and the main belt can motor jam. These little issues are due to heavy and packed floor.

What I mean is that when passenger-guests try to use the SSBD, sometimes they tend to forget to follow the instructions on the screen. Like for example, a guest can only put no more than one bag on the belt until it shoves into the main belt. They can only put one bag at a time and loading the belt with another bag will motor jam the whole system. It’s pretty hard to reset it because we would have to call a maintenance personnel to come and fix it. And of course, we strictly can’t just use the “Force Bag” option because technically, we’re overriding it and obviously none of these bags have issues, but overloading the belt will troubleshoot the system down. Upon check-in, it is always a mandatory thing to scan all bags in order to verify the codes on the bag-tags are active, and guess what?... These scanners are inside the SSBD machines!

That’s why following the step-by-step instructions on the SSBD screen is a major key to do. Not only because it’s what the management wants but also, it affects other guest-passengers who use the machine too. It would be a total inconvenience for them if they don’t get to their Security and Gates and they’re stuck at the SSBD trying to check their bags in. It is super important for us, GSAs to remember the mechanics as to how to understand the operations of our SSBD machines. Also, be aware of the consequences that may come up if instructions and guides are not being followed. As for me, I try to focus myself more once the floor gets busy and guests have flooded the SSBD area.

Multitasking is the key. I divide my time to do both. As much as possible to accommodate the ones who really need help and assistance.

A little help with the guests at the Kiosks when some guests are just trying to check-in and don’t need bag tags, then focus more at the Baggage Drop-off area, because the very last thing you want to see in this situation is a passenger leaving a bag on the floor.

We can’t have an Unattended Bag on the floor.

Blog #7 | October 24, 2019

WestJet Generic Spur Tags |Door Delivery Tag |Priority |Fragile |Heavy |Standy

Look at all these colourful tags, aren’t they nice and vibrant? But yes, they’re made to be vibrant and because it’s supposed to catch the attention of the baggage operator and luggage personnel to identify which is which. PRIORITY tags are attached into the the baggage tags to let the operator be aware of the bag that it’s owned by a guest who is in the Priority service. I often use this tag on the floor once I see a bag tag that says “PRIORITY” as the word is printed big on the baggage-tag. Priority guests save more time in the service at the airport and inflight, they save more time and they are the ones to board and collect their baggage first. It’s the second to the biggest WestJet tag size and it’s in gold colour with black lining. FRAGILE tags are attached to luggages and cases that are delicate it’s attached to let the operator know that the contents inside the bag are breakable and vulnerable to break. They are in red colour to indicate caution to the bag operator and it comes in a standard size. HEAVY tag ones are sticked onto the baggage tag for bags with heavier items inside, we usually stick them on after a guest came out from the Check-In Assistance area and paid the excess or extra bag weight, if the bag over exceeds the WestJet’s weight limits which is 23 kilograms or 50 pounds. They’re coloured in orange and in standard size as well. STANDBY tags are secondly used on the floor as it is only common when a guest tends to come in early way before their scheduled boarding time. Their bag ,is tagged with STANBY as we drop the bags on the baggage belt. This is for the operator to identify that the bag needs to be set-aside first and that it’s not ready for boarding yet because the guest have decided to check-in way too early and wants to drop the check-in bag right away. It’s coloured in green and it’s also cut in a standard size. Then there’s the biggest WestJet’s Spur tag, DOOR DELIVERY tag, this is attached to equipments and anything with wheels(usually baby strollers) that are going to get checked-in afterwards. This is important to give to the guest as their information isn’t printed by the machine and that it needs to be written. It includes the PNR number, Name, and some areas on the paper in which it asks where the guest wants to pick their item up, if they have different connecting flights.

WestJet Door Delivery Tag tagged on a child stroller

These WestJet Spur Tags are always available at our counters, and if you’re a passenger-guest, make sure that you ask a Guest Service Ambassador, over the counter agent, or someone on the WestJet floor if you think you need them attached on your bags, because at the end of your flight you don’t want any of your bags get a crippled-wheel, damaged, broken, and lost.

MY NEW BEST FRIENDS

Blog #6 | October 22, 2019

Baggage Tag(inactive) | Boarding Pass(inactive)

So what does a passenger need to bring and print prior to security check and boarding? Well, there are two types of papers that a guest must have after Check-In. A Boarding Pass and (a) Baggage Tag(s). It is only essential that they must carry a boarding pass as it is important for the security personnel to scan that unique code printed on the boarding pass, they also look at the itinerary details to double-check it. There are two ways for a guest to carry a boarding pass. Either on his/her smart phone in which it’s convenient for them to prevent it from getting lost, or a printed copy from the kiosk machine. Either way, they’re both acceptable at the security area. As long as it’s not damaged and that the correct flight informations are displayed. On the other hand, Baggage Tags are also important to print and attach onto the luggage(s) and bags before dropping them off at the SSBD or at the Self-Serve Baggage Drop. It’s is really important for a guest to have the bag tagged, otherwise, the baggage belt on the machine is not gonna operate to move and do its thing. Bag tags include a list of the guest’s flight informations, name, destination, connecting flights(if there are) so they know which destination they are collecting the bags in, or if it’s going straight to the final destination. If the guest doesn’t have any check-in bags and travelling only with a Carry-On bag, then they don’t need tags. He/she is good to go at the security gate as long as he or she has already checked-in. As a Guest Service Ambassador on the WestJet floor, it is also my duty to assist guests at the kiosk machine, help them print their Boarding pass, and accommodate them for attaching Bag tags if they have no idea how to do it.

Printing these papers are really easy because WestJet kiosk machines are already programmed as to what it do. Checking-In and printing Bag tags can be done by entering some of their flight information first. The system can also be accessed using the guest’s passport, as well as their reservation or reference number. It will then proceed onto next screen in which it will ask for further questions regarding the guest’s flight details, background, as well as additional changes if the guest wants to change anything on their flight itinerary.

Sometimes, guests ask me if it’s okay to have the boarding pass on their phone rather than carrying a printed copy of it. I usually tell them that it’s totally fine if they have it in their phone, but I also tell them that it’s pretty much convenient to have a printed copy just in case their phone gets dead-battery during security-check, boarding, and connecting flight. It’s pretty convenient to always have a handy paper with you at all times at an airport.

Just a suggestion to them.

Blog#5 | October 18, 2019

Today’s flights | Passenger loads | GET REKT! | GOODLUCK!

OH SHEET! Yo What’s Flying Soon?

Turn sheets are essential piece to have with you on the floor especially when you are a Guest Service Ambassador for the day. This sheet contains informations as well as important details about all of the flights on a specific day. Some informations on this sheet includes the number of flights for the day, their flight numbers and the destinations they’re flying to, it also includes passenger load percentages, departure and boarding time for each flight with their corresponding cut-off time. Knowing these things and understanding them are important because it gives you the knowledge and idea as to what you have to do in advance in order to prevent the busyness, check-in lineups, and a mass of guests on the floor.

It’s fine when you see people swarming up at the kiosk machines and flooding you with questions or directions where to go next. But as much as possible, it’s better to at least decrease the possibility of a packed floor. It’s more crucial when GSAs are a little bit understaffed on the floor because not all employees can accommodate all guests who needs help but we also don’t want them to be unassisted. So instead, I approach them right away as soon as I see them coming towards me. And if some of them are on the line at the Check-In Assistance area, I would still ask them if I can have them assisted at the Kiosk instead of waiting on the line just to check-in with an agent. Either way, they’re going to get checked-in, but it’s more better to check them in early at the machine and at the same time, getting rid of the line-up for the Check-In agents.

Blog #4 | October 13, 2019

Fourth day of my regular shift at the WestJet kiosk machines and I’m already getting the hang of it. I am now familiar with the kiosk and the system. As well as knowing some easy alternatives if ever a guest is having trouble trying to get an access on his or her itinerary and passenger information. I can now make it a little bit more convenient for guests to get the service done in the fast possible way without having any issues and at the same time, getting acknowledged and compliments.

Today, guest and customers were very welcoming to us and I’m feeling the vibe. Makes me want to extend my shift a little longer, but I couldn’t because I realized that it’s actually hard to go back to Richmond Hill when you’re travelling from Mississauga by bus or by commuting through any transit. Besides, it’s would also be too late especially before midnight when you’re trying to catch a GO Bus when the time-gap between bus arrivals are in every hour at least and in worst case, an hour and a half. If you’re wondering if that already happened to me, yes. It was so unfortunate, but it’s alright. Next time..I WILL SPRINT MY BUTT OFF. #imnotmad #justsaying :))))))

Blog#3 | October 5, 2019

A Moment of Serendipity

FIRST IMPRESSION ON THE FLOOR.

BLESS MY MIXED-EMOTIONS.

Blog#2 | October 4, 2019

I was so excited to be back at Pearson Airport but I wasn’t that excited to be on the floor as I felt the nervousness and agitation hyping up inside me. But then I realized that having these mixed emotions would somehow help me through my first regular placement shift. Why? Because it just proves that I am well aware and conscious of myself on the first day. I find this normal, not because it’s your first day of shift doesn’t mean you have to be that confident and well-oriented. I mean yes, that too, but it’s only natural to be nervous and tensed as to what could possibly happen within the shift.

Assistance | Approach

Honestly, I felt the adrenaline of excitement as well. The excitement of wearing an iconic WestJet logo and in uniform, but most importantly, the readiness to serve guests through my exceptional service skills. Nonetheless, throughout my first regular shift it was all good. And by that, I mean it went really nice just as I expected. But I’m expecting more to come, more challenges, new experience and maybe some work overload so I can enhance myself more in when it comes to multitasking.

Justin Bacho at WestJet!

Blog#1 | October 1, 2019

And so there it is, found myself at the second largest airline in Canada, WestJet. This field placement is offered by Seneca College to FSO students as the institution always provide us with all the benefits and other related resources we need as we go through and excel in our program. And by that, I’m very thankful and would do my best to not let the FSO faculty down, and not just that but also to prove the WestJetters that they also got the person who fits the bill.

WestJet's Tie | WS IDs and cards | IZZ ME

Two days of training was not that easy, but I’m telling you, it’s really satisfying to experience what’s in the WestJet world. You get to know their employees, their business, the workplace and the things that a GSA must do. It’s tiring maybe, but it’s also rewarding once you feel the vibe at WestJet. Needless to say, I am so grateful and blessed to be one of their Guest Service Ambassadors and would definitely grab all the opportunities within the workplace.