Job Description: Dom Jazz Gates/AF SPAT Agent

Transcription

1 Job Description: Dom Jazz Gates/AF SPAT Agent Based on day of operation requirements, agents may be assigned during their shift, to work ANY area their qualifications support. In addition to performing Customer Sales & Service duties, agents working in the Jazz operation will perform the following tasks, duties and responsibilities. Jazz is an All Functions position. All Agents working this position must be gate and lift trained. Obtain a Streamline PDA device and Radio at the beginning of their shift. Acknowledge your assignment as it is sent to you by Deployment. If you are unable to follow a task, contact Deployment immediately. Customers must always be welcomed with the Hello/Bonjour greeting. Agents will be familiar with, and refer to, ACpedia, local bulletins and briefings when handling customers and tasks. Agents must follow all Standard Operating Procedures. All check-in agents must have a valid Dangerous Goods Card on them while on duty. Agents assigned to work in the Regional operation are responsible to wear the Air Canada uniform to standard. The only exception is female agents may wear a white or light blue turtleneck, worn under the Air Canada blouse. Responsible to have coats, boots, hats etc on site and available at all times. Must attend a briefing at the beginning of your shift. Must be gate trained and lift trained. Will be assigned to other functions based on operational requirements, including check-in. Agents working at Domestic Regional should report to the Control Desk in between assignments. Ensure that the gates and departure times are regularly checked for accuracy. It is important for our customers to have accurate information displayed at the gates as well as the control desk. Ensure Skycheck cart destination plate is accurate and facing customers who are boarding. All employees working in the Regional operation are responsible to work together as a Team to assist arriving and departing customers. Responsible to verify the boarding card of each passenger prior to directing that passenger to the correct aircraft. Unaccompanied Minors/Adults (UMs) must be handled according to established protocols. At no time can an Unaccompanied Minor be left alone. Gate agents are required to initiate Boarding, Final Call, and Closed messages using the Flight Information Application (FIA) software at the gate Page 1 of 5

2 Page 2 of 5 Must use scanners to board customers. If scanners are not working please report the defective scanners to the GTTA at and note your ACF610. Agents are required to display the list of customers with DOC Alerts that connecting onwards to International and Transborder flights, to ensure that APIS Information entered manually by the customer matches the customer s passport information. Inaccurate entries must be corrected at all times before the customer is allowed to board. Page customers; validate their documents then removed the DOC Alert. The Gate agent is to prepare and complete the ACF610 for every flight. Agents are required to complete the ACF610 in it s entirely and file it in the appropriate location. Initiate positive boarding as per established timelines. Waiting for permission from IFS is not part of the positive boarding process. Mandatory Customer and bag match is crucial to ensure a secure flight prior to departure. Sequencing commences at -12 with the customer s name and bag tag numbers. Customers who were sequenced and did not travel, Gate agent is require to print a copy of the customer s DCS record and attached to the ACF610. Make all required announcements in both official languages using the automated paging system. Note times on your ACF610. Gate agents are required to follow the Standby list according to Air Canada policy. If the flight is oversold, check for protection and follow established upgrade and denied boarding protocols as outlined in ACpedia. Alert the Lead Agent when denied boardings are probable. Agents are required to solicit for volunteers as per the policy in ACpedia. Ensure that all denied boarding edits and tely's are entered and sent. Note and attach copy of the DCS record to the ACF610. Misconnections: do not reinstate customers with baggage unless authorized by the STOC Mgr. Offer Priority Boarding, ensure that priority boarding is set up (signage, stanchions, carpets (for international) are in place prior to making priority boarding announcements. Follow Priority Boarding protocols according to Air Canada policy. When checking ID, verify that the picture matches the customer in front of you. Ensure to match the name on each customer s boarding pass matches their ID. Finally ensure the response in RES III boarding mode matches the boarding pass. Investigate and action all boarding errors as they occur. Make every attempt to locate missing passengers. Agents are required to attach the DCS record to ACF610 for any customers who bags were sequenced and removed from the aircraft. When boarding is complete, print the PIL at -10 and release the flight at -5 minutes to departure.

3 Page 3 of 5 Reconcile flight coupon/electronic ticket count, sort flight coupons behind header cards. The flight coupon envelope must be completed accurately and include copies of all required printouts. Deposit and sign for the flight coupon envelope in the established location, after the flight has departed. Check R STAR and arrivals edits for special handling requirements. For any carry-on or carryoff passengers you must advise Jazz STOC in order to prepare the necessary equipment (Pope Lift) required for the passenger. Monitor carry on baggage for size compliance. Advise the Ramp Lead of any baggage to be picked up. Direct passengers to place all carry-on bags on the sky-check cart located at the base of the aircraft stairs. Monitor carry-on compliance and request passengers place baggage on the skycheck cart before boarding Communicate with the Ramp Lead to identify standby baggage that may be loaded as passengers are assigned seating. Work and Ramp agents must communicate with each other and advise Jazz STOC if there are any problems or potential delays pertaining to missing passengers. Secure and/or lock all doors prior to leaving an area. Domestic Flights: As per current regulations, inbound connections do not need to be sequenced if by doing so would create a delay to the departing flight. Once it has been determined that the customer s bag will not be removed, gate agents are required to print a copy of the Q/F (boarding summary), before offloading the customer. A copy of the Q/F (boarding summary) must be attach it to the ACF610 In addition to the above duties, depending on the areas assigned, agents will be responsible for the following: RAMP DIRECT: Agents must wear safety vest and ear protection at all times on the Ramp. Ramp Direct is responsible to verify the boarding card of each passenger prior to directing that passenger to the correct aircraft. The Ramp Direct is to be on the Ramp and ready for boarding no later than positive boarding time, in order to support on time departure. Ensure Skycheck cart destination plate is accurate and facing customers who are boarding. Keep the work agent informed to all information regarding the departure. Responsible to verify the boarding card of each passenger prior to directing that passenger to the correct aircraft.

4 Page 4 of 5 If there is anything that you feel will jeopardize the on time departure of a flight please advise the CSM or Jazz STOC Coordinator at Work and Ramp Direct agents must communicate with each other and advise the Jazz Domestic Coordinator at or CSM if there are any problems or potential delays pertaining to missing passengers. Must advise Deployment if you are unavailable for your next assignment. Direct passengers safely to/from aircraft and terminal building. Ensure the passenger walks in the passenger walkway. May be required to assist with boarding customers with disabilities and may be required to push wheelchairs. Be vigilant as to activity on the Ramp (outside) that may affect movements and safety Ensure passenger is IN FRONT NOT BEHIND the props while waiting for Skycheck. Provide general information for connecting passengers. Ramp Direct will monitor all inbound and outbound flights for customers requiring assistance as well as WCHR, WCHC, WHCP, WCHS and passengers unable to manage the stairs and will notify Jazz STOC at 2308 for required equipment to assist in boarding or deplaning. SPAT AGENT The SPAT Agent is responsible to work from the Customer Service Desk (Control Desk). Please communicate any changes with announcements in both official languages. Jazz SPAT agents are responsible for all wheelchair activity in the area. May be required to push wheelchairs and lift customers with special needs. Monitor inbound and outbound flights for customers requiring assistance as well as WCHC, WCHR, WCHP, WCHS, and passengers unable to manage the stairs. SPAT Agent is responsible for all wheelchair activity in the area. Actual boarding and deplaning is performed by the SPAT Agent with the assistance of the CSSA Ramp Direct Agent. When serving customers with disabilities, enter the appropriate comment in the DCS record or PNR if not already there. Ensure the passenger s DCS record correctly identifies any powered mobility device, including specification of wet or dry cell battery, when required. Verify that the correct APFAX has been used to accurately describe the type of wheelchair service required. E.g. WCHR Wheelchair required for distance. WCHS - Customer cannot ascend or descend stairs. WCHC - Customer requires wheelchair to/from aircraft and to/from cabin seat Responsible to ensure STOC is advised when the Poper is required to assist customers with special needs. Responsible to contact area CSM for assistance when necessary to support numerous customers requiring assistance to their connection flights or exiting the Terminal.

5 Page 5 of 5 Contact Gate SPAT when additional assistance is required. If unavailable contact the Domestic Gate Manager for assistance. Escort UMs to arriving party escort from aircraft through baggage collection process. Ensure meeting party is same as noted on the UM form and obtain signature of meeting party. Verify identification of meeting party.