En Voyage_Issue#11_Flickbook

En Voyage
AURIGNY BEHIND THE SCENES
DANIEL POWELL
RESERVATIONS AGENT
I’ve been working at Aurigny for just over a year
now as a Reservations Agent at the Guernsey-base.
I’m a big aviation enthusiast and have been for 15
years, so I really enjoy working here
Could you tell us a little bit
about your role and your
day-to-day duties?
My role in the company is
Reservations Agent. My dayto-day
role sees me answering
incoming calls to deal with
Reservations issues, either making
new bookings or changing
existing bookings. l also answer
general enquires about flight
schedules, prices for bookings
or possibly even about delays.
What have you found are the
biggest challenges in your role
and what you have most enjoyed?
The biggest challenge in my
role is to find quick answers to
some of the passengers’ difficult
questions, which we face on a
daily basis. Sometimes it can take
a little time to find the answer. The
enjoyment comes when we find
the answer and the passenger
then goes away happy with the
explanation I have given them.
On average how many customers
will you deal with in a day?
On average we can answer
anything between 30-100 calls,
maybe more depending on the
kind of day we are experiencing.
If it’s a day where every aspect of
the operation is going well, it can
be quieter, but on the other hand,
if it is a day where we have bad
weather, it can get extremely busy.
Could you share with us any
funny/memorable moments
in your time here?
I would have to say my most
memorable moment to date is
being asked to appear on “Big Jet
TV”. I am a big fan of the show
and being a very keen aircraft
spotter myself, I jumped at the
opportunity to appear on an
aviation show. It was a true honour
and privilege to be asked to appear.
THE ENJOYMENT COMES
WHEN WE FIND THE
RIGHT ANSWER AND THE
PASSENGER THEN GOES
AWAY HAPPY WITH THE
EXPLANATION I HAVE
GIVEN THEM
What do you most enjoy
about working in aviation
and in your role?
I’ve been a big aviation fan for
many years now and when I
had the chance to work for
Aurigny it was a dream come
true to be able to work and
see a thriving airport every day.
Watching aircraft movements,
the landings and take-offs every
day, is a dream come true.
What’s the most important
advice/information that you
can give customers?
I would advise passengers to
book early to get the best price
on flights and we always try our
best to make their experience
with Aurigny a fantastic one. Their
satisfaction is our top priority.
What’s your advice for
anyone considering a job
working for Aurigny?
For anybody considering working
for Aurigny, I would say to definitely
go for it. It’s a fabulous place and
company to work for and they
really look after their staff with the
training and support they give.
The help they have given me has
improved by my skill set and helped
me to be better at my job, which
in turn makes the passengers
happy, which is the main aim.
What is the most common issue
you deal with and what advice
would you give to people?
One of the common issues we
face is the adverse weather in
Guernsey and it can become
a stressful situation for the
passengers. When we have calls
about delays, we will always do our
absolute best to get them on the
next available flight, so they can
continue their journey, but their
safety is always our main priority.
14 En Voyage | Aurigny’s Magazine