My hard work has paid off.
One passenger that I’ve checked-in a week ago sent me a “token of appreciation” in the office today. I got surprised for I didn’t expect it. I am so happy not only because of the items, a pedicure tools here that I received but for the thought that she’s delighted with the service I provided and that “I am appreciated”. Everyday at work we usually often encounter rude and peevish passengers and only few are kind to give compliments. It really feels good to be complimented. It inspire us to work best.
This passenger was checking-in on flight SQ221 @ 2010 hrs to Sydney . She came to my counter with her eyes a bit swollen. She made a last-minute booking for her mother was in a very critical condition in the hospital and was waiting for her to come. She was scared and nervous might she won’t see her mom alive. The flight was completely full so her booking was only on a “waitlist” meaning she has to wait until flight finalized and in case there’s any unclaimed or available seat then it will be given to her but if all showed up then there’s no way she can get on to the flight. I can feel the pain she’s going through and I wanted to help her but I can’t do anything, it’s out of my hand. Passenger tried to book to other airlines but they were also full.
I tried to find alternatives. I checked the next available flight which was SQ231 after midnight flight and found out it was also full but still have two seats available. I asked my Duty Manager if I could take the passenger on the flight and I got permission so I offered the passenger the after midnight flight. Passenger was happy to know that we can confirm her on the next flight. I was happy too. I thought her problem solved but when I tried to take her as “go show” on the next flight I couldn’t due to some ticket issues. Her booking was an airline frequent flyer redemption and so was not ticketed. I had to call “Krisflyer redemption Office” to rebook and issue her a ticket. Krisflyer side was also very helpful even though it’s so complicated making a redemption booking on the spot especially when the flight is full but Krisflyer made it. It took so long before everything get settled. Thanks God madam was able to fly. I hope all goes well with her mom. I finished a bit late but t’was fine. I didn’t regret getting stuck helping her. You know that feeling when you helped and made someone smile and happy, it’s the best feeling.
Make life beautiful for others! Put a smile on your their faces.
It’s a busy week in the airport. A lot of people are traveling these days as Chinese New Year is fast approaching. People travel to visit their family or loveones and some go out of the country for family gateway. Singapore Airlines flights were fully booked that made the queue strikingly longer than usual but however we cleared the line fast enough but still some passengers became impatient and came to our counter already upset and mad. A lot of different cases we handled during check-in from visa – to excess luggage – to special assistance – to seat problem. But we managed to handle everything.
Not only Singapore Airlines got a busy flights also other airlines. British Airways which is a partner of Singapore Airlines oversold one of their flights going to Christchurch that caused them to last-minute transfer few passengers on our flight using Flight interruption Manifest (FIM) or paper ticket. I handled two of them which was a couple. Check-In was about to close in few minutes time when transferred passengers came to my counter. Our flight was full. I didn’t manage to seat them together for there were only three empty and beside separate seats left on the flight. The couple released all their disappointments and anger to me. It’s their honeymoon trip and I understand their feelings and I feel sorry for them. But nothing I could do however I sent a request to the staff at the boarding gate to try to ask other passengers to swap seat to one of them so they could seat together.
Airlines are authorized to overbook flight to compensate for “no shows.” Passengers are sometimes left behind. But airlines don’t wait for “no show” passenger. Before the flight closed they find way during check-in by seeking volunteer passengers, who are not in a hurry to give up their seat and to fly on the next available flights or to transfer to other airlines with exchange compensation. Denied Boarding Compensation (DBC) could be money, upgrade on upper class to other flights or to their next journey, travel voucher, hotel accommodation for the passengers flight transferred on the next day and etc. But let’s say the airlines cannot find volunteer or enough volunteer to exit the flight and if everybody show up, in that case, the last passengers to report will be forced, involuntarily transfer to the next available flights or to other airlines but with compensation as well.
So when you are traveling and you know it’s gonna be a busy flight then secure your seat. If you are traveling with family or infant arrange your seat ahead otherwise you will be separated or you wont get a bassinet seat or your requested seat (window/aisle), check-in online and report to the counter early. Take note of your baggage allowance if you don’t want to pay excess.
Remember the Airline made the overbooking and not us so please be good to the check-in staff :).
Make other people’s lives Beautiful!