Job Description: Check-In Agent

Transcription

1 Job Description: Check-In Agent Roles and Responsibilities: Based on day of operation requirements, agents may be assigned during their shift, to work ANY area their qualifications support Spring/Summer All Check-in agents must attend a briefing at the beginning of every shift. Agents must offer our customers a bilingual greeting and are to be welcomed with a warm Hello/Bonjour greeting. Air Canada employees are subject to the Air Canada Code of Conduct which sets out the guidelines and expectations for how Air Canada employees conduct themselves ethically within the context of their employment at Air Canada. Ensure Air Canada grooming standards are adhered to and that all uniform components are worn according to company policy. Agents working as Line Entrance must obtain a radio at the beginning of their shift. Agents are required to read, acknowledge and confirm readership of all policy and procedures bulletins issued by Passenger Service Development, in ACpedia. Agents must follow all Standard Operating Procedures. All agents must have a valid Dangerous Goods Card on them while on duty. Agents are to use and follow the guiding principles of the customer service touch points- WARMTH. Agents working in the Lobby, Self-Tagging, Kiosk or Baggage Drop areas must obtain and utilize a Smart Drop handheld unit. Agents may be assigned to work at any function within the check-in compliment: Lobby, Baggage Drop Off, Check-in Assistance, Super Elite & J class check-in, Rapid-air Check-in, Self-Tagging, Podium, US Customs metering, and take position at the Security points to monitor carry-on baggage. Agents are to identify customers that have oversized and/or additional carryon pieces. Agents are to escort these customers to the carry-on baggage sizing device and mobile scale for verification of size and weight. If limits are exceeded, customers are to be directed to the check-in counter to have the baggage checked and applicable baggage fees collected Check-in Areas: In the Lobby Podium Agent Warmly greet all customers (Hello/Bonjour) and direct them to the appropriate check-in areas. Ensure the podiums are tidy and clutter free. Actively promote and direct customers to the self-service kiosks. Respond to customer questions and requests with a smile. Anticipate and understand customer needs, proactively identify special requirement.

2 Line Entrance Agent Set up stanchions and adjust for customer flows. Must obtain a handheld radio for communication. Prevent delays or obstructions at the line entry. If assigned to Aisle 1, or 8, ensure that only Business Class and eligible Priority customers are admitted into the Priority Class lane. Direct customers to Kiosk Assist agents for boarding cards and/or bag tags. Re-direct ineligible or unsuccessful customers to Check-in Assistance for processing. Ensure customers have boarding passes, baggage tags are placed on checked baggage before they enter the line. Direct customers who have already checked in (web, mobile, kiosk) to obtain baggage tags from the kiosk and then to the Baggage Drop Line position. Monitor flight departures, check-in cut-off times and irregular operations. Promote and offer customers at the kiosk the option to purchased preferred seats for a fee. Identify overweight/oversize/excess baggage of customers entering the lines, and direct these customers to the Cashier or Check-in Assistance. Pre-screen the number of carry-on pieces and direct customers to the sizing device and mobile scales for verification of size and weight. If the carry-on baggage is not compliant, advise customer and direct customer to the Cash agent or Check-in Assistance for fee collection. May be required to monitor hand baggage at the security wall for operational reasons. Ensure customer bag tags are affixed before entering the queue. Carry-on Baggage Agent COB (Carry-on Baggage Agent) will report to the Check-in CSM. COB agent could be assigned to monitor carry-on baggage either in the check-in area (including security check points) or gate areas. CSM will meet with the COB agent and will advise target/focus flights for carry-on baggage. Agent may be assigned to work at any function within the baggage compliance compliment, Lobby (check-in and kiosk), sterile area and gates. COB agent if assigned to the Gate areas, it is expected that you be at the gates 10 minutes before positive boarding. At the gate, you will be looking for any oversized, overweight or excessive amount of carry-on baggage. Baggage must be tagged to customer s final destination and customer must be provided with receipt. The tag number for any tagged bag must be entered into the DCS record for weight and balance while remaining compliant with Transport Canada. Agents must remind all customers of Air Canada s baggage policy and refer customers to Air Canada.com/baggage for information on baggage policy. Agents are required to take a strategic position at security check points, which allows them to monitor all baggage items that Air Canada customers are taking through the screening area to determine if they meet AC s carryon baggage criteria. Agents must intercept all customers who have oversize and or additional carry-on baggage, then accompany the customers to the carry-on baggage sizing device and mobile scale for verification of dimensions and weight.

3 Agents must refer all customers with oversized and/or additional carry-on baggage (including personal articles) to the check-in counter to have baggage checked in. Agents must be familiar with Air Canada s checked and carry-on baggage policy (including stroller and mobility aid policy) as outlined in ACpedia when addressing customers at security. Agents are to follow all baggage SOPs. Kiosk Assist Agent Assist customers in locating information required for kiosk identification (booking reference, PNR etc). Support check-in completion and bag tag attachment. Use hand-held device (PDA) to scan boarding cards and active baggage tags. Promote and offer customers at the kiosk the option to purchase preferred seats for a fee. Identify customers who require special services or assistance, direct to SPAT or Check-in Assistance positions. Validate carry-on and checked baggage size/weight using scales and templates in the lobby. Recognize revenue collection with oversize or overweight items to the Cash agent or Check-in Assistance positions for fee collection (destroy previously issued bag tags). Promote kiosk features and products (same day change, upgrades, seat exchanges, rebooking etc.) Report unserviceable kiosks or equipment and obtain a TR (trouble report) number. Oversold flights: Solicit volunteers to travel on alternate flight, first at check-in then at the gate. Direct these customers to Check-in Assistance for overlay processing (place the VOL tag ACF514V on checked baggage) and DCS editing. Smart Drop Agent Scan boarding passes and bag tags to activate the tags. Identify customers who require overlays or additional tags (INCS, SPEQ, mobility aids) and direct to the Bag Drop Support positions. Use hand-held device (PDA) to scan boarding cards and active baggage tags. Redirect customers who require additional tags to kiosk or Check-in Assistance for payment and issuance. Provide direction to appropriate induction points. Complete and attach overlay tags (priority, standby, gate etc) Print additional tags for car seats, sporting equipment or mobility aids. Activate bag belt to expedite baggage. Baggage Drop Off: ask customer to place baggage on belt in acceptable position, activate bag belt to expedite baggage, provide direction to customer on departure gate and security check points. Check-in Assistant Agent May be assigned to International, Transborder, or Domestic Check-in.

4 Agents are responsible for validating that the travel document presented by the passenger at the airport matches the API data (Advance Passenger Information) in the DCS record and removing DOC Alerts to avoid delays at the Gate. Responsible to use scanners for processing all customers with boarding passes. Agents must ensure ticket is valid for travel. Responsible to ensure all E- tickets are associated. Collect all fees as applicable. Check documents for onward connections, and remove DOC, DHP alert (s), according to standard operating procedures Ensure customer is in possession of all necessary documents for travel. Enter APIS information as required. Ensure passport, Visa and APIS for USA/International travel is swiped to delete the DOC Check Alert. Match passport to DCS record. Ensure boarding pass has ET appended prior to the customer leaving the Check-in counter. Required to Consult Timatic. Contact a Lead or CSM when in doubt. Ensure bag tags are printed for the correct destination, name tags and other overlays, e.g. (heavy, standby, connection, stroller, wheelchair) are completed and attached as required. No pooling of baggage is permitted. Ensure customer is informed of security regulations concerning liquids, gels. Highlight or circle the departure gate number and boarding time on each boarding card for every customer. Check passenger carry-on baggage to ensure compliance May be assigned to pick up a cash float and support Cash check-in based on operational requirements. Verbally inform the customer of their gate number and boarding time, and advise customers to proceed immediately through security. May be required to assist customers with the Kiosks. May be required to do rebooking for customers. Verify all baggage belt systems are closed and secured before leaving the area. May be re-assigned to any check-in area including other areas based on daily operational requirements. Check-in customers requiring special assistance, and remark the DCS to ensure proper communication to appropriate parties. Ensure all SSRs are correct, appended to the DCS/PNR record and reflect the customer s needs. Ensure the proper processing and handling of customers with SSRs UMS, DEPAs, DEPUs, ESCT, PRSN, and MEDA. Ensure all acceptance conditions are met with regards to preparation of firearms and ammunition. Agent is required to have the customer completes the ACF510J Firearms Declaration form. Affix ACF510H Ammunition Sticker to the checked baggage that contains the ammunition. Follow all procedures as outlined in ACpedia Firearms and Ammunition. Reassure customers with disabilities who require special assistance that they are in good hands and we will take care of them and their special needs, including mobility aids.

5 Comment the DCS record of the customers travelling with their own mobility device. Ensure that the customer s DCS record correctly identifies the powered mobility device, including specification of wet or dry cell battery. Please note: battery removal and packaging is only needed if the battery is either WET or DRY, CANNOT be transported UPRIGHT, along with a few other conditions. Agents are to review ACpedia Wheelchairs and Mobility Aids Policy. Check-in agent is responsible for the removal and packaging of batteries and powered mobility devices at SPAT desk-in or rechecks areas when required. Must contact STOC and Load to advise flight number/name of customer and type of mobility device. Comment the DCS record. Ensure all forms are completed and signed for Unaccompanied Minor (UM)/UM Adults customers and applicable fees have been collected. Liaise with STOC, Load, Customer Care Agents, and ITT, ITPC and Domestic / USA/INTL connections as required. Next Up Cut Off Agent Prioritize customers in line, when required by order of flight and departure time. Communicate with the Lead of flights that are prioritized. Ensure customer is checked in prior to the established cut-off times. Report any irregularities immediately to the Lead and/or CSM.