Introduction
This report aims to appraise the inter-dependability of the gate, check-in and dispatch departments of a ground handling agent. Specifically, the way the operate at the Heraklion ‘Nikos Kazantzakis’ Airport of Crete, Greece. In addition, ‘best practice’ examples from various other airports will be mentioned and a comparison of the operations[…]
Check-in
The check-in department is the first point of contact for passengers and the airline at an airport. Check-in agents are responsible for checking that passengers have valid travel documents, checking their bags in and ensuring that assistance is provided to those who need it.
Gate
One of the most important departments of a ground handling agent. During the boarding process, gate …show more content…
The internal customers being the passengers and the external customers being the airlines.
Passengers expect a friendly and efficient service, whereas airlines rely on the ground handling agent to satisfy its customers and follow all procedures specific to the airline. What both types of customers have in common is that they anticipate a smooth and timely operation by the ground handling agent. A ground handling agent must ensure that both types of customers are kept satisfied if it wishes to retain the cooperation agreement with an airline and avoid any fines that could be imposed as stipulated in the agreement.
Not all passengers are aware of what constitutes the complex hierarchy that is a ground handling operation. Consequently, in cases where a ground handling agent fails to meet a passenger’s expectations, the airline’s reputation is affected. This can pose further risks to the maintenance of the agreement, since, as Conway and Fitzpatrick (1999, p. 4) remark:
According to industry research, a satisfied customer, on average, will spread the good word to three to four people. However, dissatisfied customers, on average, tell seven to ten …show more content…
They need to guarantee that the quality of services provided by the ground handling agents they cooperate with remains constant throughout all airports they operate from. Some ways in which this is achieved is by performing ‘station visits’, audits and assigning ‘mystery shoppers’. An airline may provide a ground handling agent with prior notice before visiting a specific airport to perform an audit. The Federal Aviation Administrations (2007) describes audit programs as “…a means to measure an organization in a proactive way, independent of a specific event that would trigger an investigation”. An audit is typically comprised of inspections of the check-in and gate areas and processes, as well as the aircraft turnaround procedure. Arguably, the most accurate method of appraisal of a ground handling agent’s competency is by using the ‘mystery shopper’ method, since it does not allow for them to prepare, and as such, provides airlines with authentic results for their assessment that they would otherwise not get had they informed the ground handling agent that an audit would be performed.
This report aims to appraise the inter-dependability of the gate, check-in and dispatch departments of a ground handling agent. Specifically, the way the operate at the Heraklion ‘Nikos Kazantzakis’ Airport of Crete, Greece. In addition, ‘best practice’ examples from various other airports will be mentioned and a comparison of the operations[…]
Check-in
The check-in department is the first point of contact for passengers and the airline at an airport. Check-in agents are responsible for checking that passengers have valid travel documents, checking their bags in and ensuring that assistance is provided to those who need it.
Gate
One of the most important departments of a ground handling agent. During the boarding process, gate …show more content…
The internal customers being the passengers and the external customers being the airlines.
Passengers expect a friendly and efficient service, whereas airlines rely on the ground handling agent to satisfy its customers and follow all procedures specific to the airline. What both types of customers have in common is that they anticipate a smooth and timely operation by the ground handling agent. A ground handling agent must ensure that both types of customers are kept satisfied if it wishes to retain the cooperation agreement with an airline and avoid any fines that could be imposed as stipulated in the agreement.
Not all passengers are aware of what constitutes the complex hierarchy that is a ground handling operation. Consequently, in cases where a ground handling agent fails to meet a passenger’s expectations, the airline’s reputation is affected. This can pose further risks to the maintenance of the agreement, since, as Conway and Fitzpatrick (1999, p. 4) remark:
According to industry research, a satisfied customer, on average, will spread the good word to three to four people. However, dissatisfied customers, on average, tell seven to ten …show more content…
They need to guarantee that the quality of services provided by the ground handling agents they cooperate with remains constant throughout all airports they operate from. Some ways in which this is achieved is by performing ‘station visits’, audits and assigning ‘mystery shoppers’. An airline may provide a ground handling agent with prior notice before visiting a specific airport to perform an audit. The Federal Aviation Administrations (2007) describes audit programs as “…a means to measure an organization in a proactive way, independent of a specific event that would trigger an investigation”. An audit is typically comprised of inspections of the check-in and gate areas and processes, as well as the aircraft turnaround procedure. Arguably, the most accurate method of appraisal of a ground handling agent’s competency is by using the ‘mystery shopper’ method, since it does not allow for them to prepare, and as such, provides airlines with authentic results for their assessment that they would otherwise not get had they informed the ground handling agent that an audit would be performed.