BOOKING AN INTERNATIONAL RESERVATION During the Call: Obtain all flight reservation information from the passenger; write everything in a designated notebook Do we have the citizenship, birthdates, passport numbers, visa numbers, necessary letters for entry, and all other documentation as stated in the Travel Information Manual. for each passenger? Is it indicated if they will use a birth certificate? Refer to the Travel Information Manual (Located in IFS or Internet). Has all documentation been obtained? Is a pet on board? Refer to the Travel Information Manual (TIM) for the regulations for taking an animal into the country. Will a Customs stop be required? Tell the Passenger about any possible restrictions (i.e. airport, aircraft, weather, etc.). Make note of what the Passenger is telling you regarding their trip. º Is this for a special occasion? º What is the purpose of the trip? º Is there anything you should know about the passengers? (i.e. medical issues, fear of flying, etc.) º Are they connecting to a commercial flight or other mode of transportation? Ask if there is anything else you can help them with today. Advise that you will email the reservation. After Communication with Passenger (phone/fax): Review passenger s profile for special events and/or holidays to be recognized Denote miscellaneous information regarding said reservation (reason for trip, connection flights, etc.) in the appropriate location in computer/profile. Research the ability to use the airports and/or FBOs with the aircraft Analyze the need for a fuel and/or Customs stop Research and make a note of possible restrictions Solicit recommendations from Other Departments Act on all suggestions received from notifications Document conversations with Other Departments and the passenger Read all aircraft and airport notes associated with the flight request. Advise passenger and document accordingly. Calling the Passenger Call the passenger back within the hour, or time designated by your company procedure. Communicate with the Owner regarding any of the following: -Aircraft limitations (passenger load, luggage space) -International documentation requirements -Airport restrictions -Pending permits required -Alternate airport choices -Pet requirements -Fuel/Custom stops -Any information received from other departments Write all notes in the designated notebook and communicate the immediately known impact of the changes to the trip such as aircraft and airport limitations, etc. Communicate all findings or possible restrictions to the Passenger/Assistant immediately. Ask if there is anything else you can help them with today. Advise that you will fax/email the updated request/reservation when completed. After the Call: Investigate further all aircraft, airport, operations requirements, and feasibility notes and the possible impact of the changes to the trip request. Communicate all findings or possible restrictions to the Passenger within one hour. Document the conversation/communication accordingly in the computer. Be as clear as possible. Quality Check: Compare the new information in the computer to the hand written changes on the old original paperwork. Notify all related Departments, act on suggestions received from notifications. Send finalized request/reservation to the Passenger. Document any new information about passengers/account learned during the call in the profile (i.e. new special dates, fear of flying, etc.)
Before calling the Owner: DAY PRIOR TO DOMESTIC FLIGHT Are there any NOTAMS or restrictions at either the departure or arrival airports? Will they affect the flight? Are the FBOs approved/arranged? Are we using the Passenger s preferred facility? Do we have the first and last name of each passenger? Is the contact number practical? If the flight is occurring after office hours, is there a mobile or residence contact number? If it s a residence number, do the area codes and/or description of location of the contact number and departure airport match? Is the amount of catering requested appropriate for the number of passengers on board? Is it appropriate for the time of day and aircraft type? Has the catering been confirmed? Is ground transportation confirmed? Is the vehicle big enough to accommodate all riders and luggage? If ground transportation has been requested at the departure point, is it arranged to be in position in enough time to drive to the airport? Are there any additional services required? Have they been arranged? Is the aircraft assigned, yet? Will the aircraft type accommodate the passenger load, amount of luggage, and travel time? Will a fuel stop be required? Where is the aircraft right now? Are there any maintenance lines? What does it say? Will the aircraft be released in enough time for the Passenger s flight? Are there any MEL items? Are they acceptable? Do you need to notify the Passenger? When do you expect the aircraft to be in position for the Owner s trip? Will it be enough time? When will the Crew check in? When is the end of the Crew s duty day today and shut off time? Will it affect them being legal for the flight tomorrow? Does the Crew need to travel by air or ground to the airport? Is there a Crew swap that may affect the flight? Check Ferry point airport (NOTAMS, restrictions, weather, etc). What is the forecasted weather? How will it impact the flight? Is there an alternate airport selected? Can the aircraft fly into this airport, if necessary? Is back-up ground transportation necessary? Confirm that Early/Late Ops and Hangar Space are arranged appropriately. Calling the Owner: Communicate with Owner during one occasion regarding: Any limitations, restrictions, etc. regarding the weather, airports, potential fuel stops, NOTAMs, etc. Driver/Ground Company, Assistant with a tail number, if requested Any other pertinent information that the Owner should know
TWO DAYS PRIOR TO INTERNATIONAL FLIGHT Before calling the Passenger: Are there any NOTAMS or restrictions at either the departure or arrival airports? Will they affect the flight? Are the FBOs/Handlers approved/arranged? Are we using the Passenger s profile preference? Refer to the Travel Information Manual. Do we have the following information for each passenger? Legal First, Middle, and Last Names Citizenship Date of Birth Passport & Visa Numbers Is the contact number practical? If the flight is occurring after office hours, is there a mobile or residence contact number? If it s a residence number, do the area codes and/or location description of the contact number and departure airport match? Is the amount of catering requested appropriate for the number of passengers on board and aircraft type? Has the catering been confirmed? Have agriculture rules been taken into account with the catering? Is ground transportation confirmed? Is the vehicle big enough to accommodate all riders and luggage? If ground transportation has been requested at the departure point, is it arranged to be in position in enough time to drive to the airport? Are there any additional services required? Have they been arranged? Is a pet on board? Refer to the Travel Information Manual (TIM) for the regulations for taking an animal into the country. Are there any restrictions on bringing goods into the country? Refer to the TIM for the specific regulations/restrictions. Will a fuel/customs stop be required? Does the aircraft have valid registration? (Is it pink-slipped?) Are any Cabotage (ie: Canadian or French) laws broken? Where is the aircraft right now? Are there any maintenance lines? What does it say? Are there any MEL items? Are they acceptable? Do you need to notify the Passenger? When do you expect the aircraft to be in position for the Passenger s trip? Will it be enough time? When will the Crew check in? When is the end of the Crew s duty day today and shut off time? Will it affect the crew being legal for the flight? Does the Crew need to travel by air or ground to the airport? Is Overflight Exemption required? Are all crew members, the aircraft, and at least one passenger on the BOE?. Are there any Overflight Permits required? Have they been obtained? Will there be any issues if we must change a crew member or tail number? Is Prist required? Does the airport have it? Check Ferry point (NOTAMS, restrictions, weather, etc). What is the forecasted weather for all legs of the trip? How will it impact the flight? Is there an alternate airport selected? Can the aircraft fly into this airport, if necessary? (Verify Cabotage issues for alternate) Have all slots, PPR s and landing permits been obtained? Are they appropriate? Is back-up ground transportation necessary? Confirm that Early/Late Ops and Hangar Space are arranged appropriately. Calling the Passenger: Communicate with Passenger during one occasion regarding: Any limitations, restrictions, etc. regarding the weather, airports, NOTAMs, slots/permits etc. Driver/Ground Company, Assistant with a tail number, if requested Any other pertinent information that the Passenger should know
Flight Department Resource Management Instructor Cindy DeVol Name Kellie Rittenhouse, CAM Date Please read each question carefully, and then write T (true) or F (false) on the line next to the question. 1. A successful flight department will emulate the culture of its parent company or primary operators? 2. Communication increases as you develop stronger listening skills? 3. Quickly pointing out mistakes is an example of positive feedback? 4. Fact based decisions are easily supported? 5. Texting is never appropriate in the workplace? 6. Get familiar with your colleagues to ensure positive communication? 7. Passive communication demonstrates assertiveness? 8. What you don t know that you don t know may hurt you the most? 9. The right tool for the situation is key for success? 10. Leadership is not defined by a title alone? BONUS QUESTION: 11. The error chain never begins with the Scheduler and Dispatcher role? Page 1
During the Call: BOOKING A RESERVATION Obtain all flight reservation information from the passenger; write everything in a designated notebook Read back the flight request or trip information to the passenger that was conveyed and documented in the designated notebook. Tell the Passenger about any possible restrictions (i.e. airport, aircraft, weather, etc.). Make note of what the Passenger is telling you regarding their trip. º Is this for a special occasion? º What is the purpose of the trip? º Is there anything you should know about the passengers? (i.e. medical issues, fear of flying, etc.) º Are they connecting to a commercial flight or other mode of transportation? Ask if there is anything else you can help them with today. Advise that you will email the reservation. After Communication with Passenger (phone/fax): Review passenger s profile for special events and/or holidays to be recognized Denote miscellaneous information regarding said reservation (reason for trip, connection flights, etc.) in the appropriate location in computer/profile. Research the ability to use the airports and/or FBOs with the aircraft Analyze the need for a fuel and/or Customs stop Research and make a note of possible restrictions Solicit recommendations from Other Departments Act on all suggestions received from notifications Document conversations with Other Departments and the passenger Read all aircraft and airport notes associated with the flight request. Advise passenger and document accordingly. Calling the Passenger Write all notes in the designated notebook. Communicate the immediately known impact of the changes to the trip such as aircraft and airport limitations, etc. Communicate all findings or possible restrictions to the Passenger/Assistant immediately. Ask if there is anything else you can help them with today. Advise that you will fax/email the updated request/reservation when completed. After the Call: Investigate further all aircraft, airport, operations requirements, and feasibility notes and the possible impact of the changes to the trip request. Communicate all findings or possible restrictions to the Passenger within one hour. Document the conversation/communication accordingly in the computer. Be as clear as possible. Quality Check: Compare the new information in the computer to the hand written changes on the old original paperwork. Notify all related Departments, act on suggestions received from notifications. Send finalized request/reservation to the Passenger. Document any new information about passengers/account learned during the call in the profile (i.e. new special dates, fear of flying, etc.)
DISC BEHAVIORAL CHARACTERISTICS Dominance Influence Steadiness Compliance HIGH Factors DESCRIPTIVE WORDS (work strengths) Assertive Competitive Direct Driving Forceful Inquisitive Self-starter Communicative Friendly Influential Persuasive Positive Verbal Amiable Deliberate Dependable Good Listener Kind Persistent Accurate Careful Compliant Logical Perfectionist Precise Focus Power People Pace Policy Communication Style Tell Sell Listen Write Motivators Tangible Goals Recognition Security Inclusion Policy and Information Fears Failure Rejection Insecurity Exclusion Conflict Chaos Questions What Who Why How Leadership Style Authoritarian Democratic Procedural Knowledge-based LOW Factors DESCRIPTIVE WORDS (support factors) Consultative Non-demanding Cautious Conservative Mild Probing Reflective Serious Factual Logical Active Alert Demonstrative Mobile Restless Firm Independent Persistent Strong-willed Stubborn SPEED READING HIGH Dominance HIGH Influence HIGH Steadiness HIGH Compliance Firm handshake, overtop of others Maintains eye contact Points Will interrupt Walks briskly and purposefully Gets to business quickly Wants facts Profit-focus and bottom line Wants variety Firm friendly handshake Smiles a lot Expressive face Interested in relationships and feelings Talks a lot, with hands Tells stories Quick pace Wants variety Enthusiastic Loose, friendly handshake Accommodating and kind Nods Prefers to listen than talk Enjoys being part of a team Unhurried and calm Reflective and won t commit easily Cool handshake Hard to read Writes down information Enjoys facts and details Very logical, accurate and systematic Diplomatic and careful Cautious in expressing feelings Copyright 2004 Thomas International USA Inc.
INTERACTING WITH OTHERS HIGH Dominance Be direct and to the point, with facts Focus on their need for results and control Ask about their goals and desired outcomes Show them how to avoid failure or loss Let them talk Use a quick pace Highlight the results Let them discover Waste their time with unnecessary chit chat Be slow and boring Repeat yourself Tell them what to do HIGH Influence Use friendly, outgoing communication Focus on their need for recognition Demonstrate how the solution will make them look and feel good Talk about options and get their buy-in Let them talk Summarize what has been agreed to in writing Build a relationship Be interested in them and how they are feeling Let them lose face or respect Try to interact without a relationship Steal their limelight Be too forceful as this intimidates them HIGH Compliance Use detailed, factual communication Provide information in writing Offer guarantees and back-up Reinforce what is the right solution/thing to do Emphasize accuracy Be logical and organized Be diplomatic Avoid direct confrontation Talk too much Leave out the details Be too general Waste time talking feelings or telling stories HIGH Steadiness Use a steady, procedural pace Communicate systematically and in order Ask for their input and questions Include their team Demonstrate how your solution will increase security Be prepared to have several meetings before they will trust you Be interested in them as a person Offer guarantees Jump from one idea to another Try to rush Present too quickly Introduce rapid change to routine or environment Copyright 2004 Thomas International USA Inc.