Special Needs / Assistance      

  • Whenever there are disruptions of flights and schedule changes such as aircraft on ground, aircraft swaps, operational delays, weather, force majeure or any other factor; customer relations officers are on the spot handling all affected passengers
  • Attend to customers in long or overnight transit or in long delays to ensure they are handled per procedure from refreshments to hotel accommodations
  • Analyze the process at all main points from security to check-in to immigration, to duty free, to lounge, to gate, to boarding, to queues,
  • Acknowledge and be receptive to customer complaints both verbal and no verbal.
  • Ensuring that effective service recovery is initiated immediately and the image of the company is safe guarded.
  • Discuss complaints of a sensitive nature with senior management to obtain the necessary solution
  • Conduct courtesy visits to service related departments to ensure that customers are being treated well
  • Provide first needs to passengers whose bags have been delayed
  • Analyze ambiance at the airport in general and assist passengers with any query that may arise.