國立高雄餐旅大學 1051 校外實習心得報告單位 : 長榮航空 輔導老師 : 黃德威班級 : 應英三 A 學號 :4031A009 學生姓名 : 蔡雨岑 中華民國 106 年 01 月 13 日 1. Introduction of EVA AIR
EVA AIR is one of the most outstanding airways in Taiwan, based at Taiwan Taoyuan International Airport near Taipei. The name "EVA" was taken from two letters of "Evergreen" and the first letter of "Airways." The name "EVA" is always spelled in capital letters. The airline uses the logo of its parent company, using green with an orange trim. In September 1988, during the 20th anniversary celebration of Evergreen Marine Corporation s founding, company chairman Chang Yung-fa announced his company s intentions to establish Taiwan s first private international airline. As of January 2016, EVA Air is the 6th safest airline in the world, with no hull losses, accidents. At the same time, it is famous for its good reputation and wonderful service. Also, EVA AIR has launched several painted airplanes for regular flights, they always has Hello Kitty and Gudetama on the planes these years. That is what attracts young passengers so much. Moreover, EVA Air operates airline lounges, under the brand name EVA Air Lounge, in major destination airports. Passengers eligible to enter these facilities include first and business class passengers, Infinity MileageLands Diamond, Gold, and Silver card holders, Star Alliance Gold members, and airlines who have contracted the lounge facilities. This kind of service can make passengers who are waiting for their flights to get a comfortable place to stay. Besides, EVA AIR not only operates for its own flight (like EVA AIR and UNI AIR), but also work for about 15 budget airlines which are authorized by EVA airline to deal with seats distribution. (Including ANA, Asiana Air, Busan Air, Vanilla Air, Peach Air, Thai Air, June Yao 2
Air, Veijet Air, Estar Air, Scot Air, Hong Kong Air, and so on.) 2. Explanation of My Duty There are three group for trainees/ students ; CTR (Counter), DNA (Departures & Arrivals) and LNF (Lost & Found) I belong to DNA. Our duties are quite complicated and important. Because we are working as the last contact with passengers before they get on board, every single details that we need to pay attention in order to cause international problems. At first I felt exhausted to keep cautious all the time. But now, I am proud of myself whenever I get more professional enough to offer correct informations to passengers. When it comes to EVA AIR, most people have the image of flight attendants at the first second. Not only crew members, I want people to know how important ground staffs are. For departure flights, we arrange 3-7 staffs to hold it, including 1 RC (ramp coordinator), 1 B/G (boarding gate), 1 or more ABG (assist B/G) and PPT for American flight (Passport Check). The duties of RC is to check the condition of the airplane, working with different department like airplane cleaning, baggages lording, airplane meals, pets onboard. B/G is the one who keep standing in front of computers at boarding gate. Their duty is to announce the boarding time, paging the passengers who put the contraband in checking luggages, to deal with every needs that passengers ask for. ABG is the ones who help B/G to make all the boarding process smoothly. The most important duty for ABG is to read the boarding pass. Whenever the red light appears, we need to check the date, flight numbers on the boarding pass, if both of them are correct, then we ask the passengers to contact our B/G to solve the problem with their tickets. Why these two step are important is that if the date or the flight number are wrong, it means we put wrong passenger on board. It may cause serious international security problem. Also, as we work at boarding gates, we need to know how to deal with check-in baby strollers at gates, over-size baggages, dangerous goods, UM, YP, MAAS passenger repatriated and so on. It might seems quite simple but it is actually not. UM means unaccompanied minors, who is usually under 12 years old and traveling along. Before the flight arrival, we need to contact with their family and make sure who will be there to pick him/her up. Several years ago, our staff picked up the unaccompanied minor and brung her to her dad, everything seems quite smooth. But 3
her mother accuse us because her parent are divorced and the child custody is hers. After that, every time we contact the family of UM, we would ask their name and ask them to bring their ID card for us to check. MAAS is very common at airport, it means some travelers cannot understand English / or first travel, and they need ground staffs to take them to their right places. (Like immigration or their boarding gates.) Although most of my working time is tiring and boring, we can always hear some interesting travel stories. It might be a ridiculous one, a sweet one or a sad one. Whenever passengers share their travel stories to me, I feel like I was a part of their traveling dairy. So this is what I like the most for this job. For me, the coolest one of our duties is to open and close the aircrafts doors. How many times that we can have the chance to do this during our lifetime? Whenever I get the chance to open/ close the door, I feel exciting. 747 is the heaviest one, but it will be eliminated this year because they are too old. 777 is the common one for American/ Europe/ Ho Chih Min City because the capacity is 328 seats. 321/330 are small ones. Comparing to 777/747, the doors of 321/330 are more easy to open/ close for female staffs and it usually fly to close countries. 3. Reflection of Internship 4
Time flies, it has been almost seven months when I started my internship in EVA. I have learned not only cool skills here, but also the best working attitude. At school, I feel lazy and oversleep sometimes and then take a leave. But when I entered EVA, my manager always tell us All we need is team work. Every of you are an important, an irreplaceable role in this industry. Whenever you want to ask for absence, you need to know your coworkers would get more duties because of you. Different from school, I have realised that how important REAL team work is. As an AE student, I am glad that I can keep speaking English here every day. Dealing with various condition in English is always a challenging mission for me, but I enjoy so much. I think that working in such an international airport cultivates the abilities of English oral and improvise. 4. Suggestion for Underclassmen Despite of the internship in hotel, we get one more choice to have - EVA AIR. At the first time, I was lack of the confidence to take the interview because most of my competitors are from Department of Airline & Transportation Service. I thought they have more advantage. During the interview, I found that we are all the same, they might know how airline companies work, but their English skill is not as good as students from AE. All we need to do is to practice how to answer the question fluently. After entering EVA, all of us need to learn from zero. So there is no need to lack of your self-confidence. To the underclassmen who wants to intern here, I hope they would have the passion for helping others and always keep their smile on face. Also, I would like to suggest them to sharpen their English listening/ speaking skills. At this international airport, we must have interaction with traveler from all of the world. What is the most important is to understand what they ask for, and give them helpful feedbacks. Besides, if anyone wants to enter aviation industry after graduation, entering EVA for internship will become a useful year. We can learn the basic skills and information easier then others, it will be helpful for your future career. 5. Other Reference 5
To get used to the passion I ve got from service industry, I even become more polite in my daily life. When talking to others, I look into others eyes to present my respect to them. Also, I am used to say Thank you and Please whenever I ask for help, even when I help others. It feel good when others get satisfied with my help and every single sweet behaviour by passengers can always make my day. Furthermore, not only we can use the knowledge during working, we can do more for ourselves when we plan a travel. At least I will not lose the sense of direction at Taoyuan Airport. It help me a lot. 6