En Voyage_Issue#11_Flickbook
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
<strong>En</strong> <strong>Voyage</strong><br />
AURIGNY BEHIND THE SCENES<br />
DANIEL POWELL<br />
RESERVATIONS AGENT<br />
I’ve been working at Aurigny for just over a year<br />
now as a Reservations Agent at the Guernsey-base.<br />
I’m a big aviation enthusiast and have been for 15<br />
years, so I really enjoy working here<br />
Could you tell us a little bit<br />
about your role and your<br />
day-to-day duties?<br />
My role in the company is<br />
Reservations Agent. My dayto-day<br />
role sees me answering<br />
incoming calls to deal with<br />
Reservations issues, either making<br />
new bookings or changing<br />
existing bookings. l also answer<br />
general enquires about flight<br />
schedules, prices for bookings<br />
or possibly even about delays.<br />
What have you found are the<br />
biggest challenges in your role<br />
and what you have most enjoyed?<br />
The biggest challenge in my<br />
role is to find quick answers to<br />
some of the passengers’ difficult<br />
questions, which we face on a<br />
daily basis. Sometimes it can take<br />
a little time to find the answer. The<br />
enjoyment comes when we find<br />
the answer and the passenger<br />
then goes away happy with the<br />
explanation I have given them.<br />
On average how many customers<br />
will you deal with in a day?<br />
On average we can answer<br />
anything between 30-100 calls,<br />
maybe more depending on the<br />
kind of day we are experiencing.<br />
If it’s a day where every aspect of<br />
the operation is going well, it can<br />
be quieter, but on the other hand,<br />
if it is a day where we have bad<br />
weather, it can get extremely busy.<br />
Could you share with us any<br />
funny/memorable moments<br />
in your time here?<br />
I would have to say my most<br />
memorable moment to date is<br />
being asked to appear on “Big Jet<br />
TV”. I am a big fan of the show<br />
and being a very keen aircraft<br />
spotter myself, I jumped at the<br />
opportunity to appear on an<br />
aviation show. It was a true honour<br />
and privilege to be asked to appear.<br />
THE ENJOYMENT COMES<br />
WHEN WE FIND THE<br />
RIGHT ANSWER AND THE<br />
PASSENGER THEN GOES<br />
AWAY HAPPY WITH THE<br />
EXPLANATION I HAVE<br />
GIVEN THEM<br />
What do you most enjoy<br />
about working in aviation<br />
and in your role?<br />
I’ve been a big aviation fan for<br />
many years now and when I<br />
had the chance to work for<br />
Aurigny it was a dream come<br />
true to be able to work and<br />
see a thriving airport every day.<br />
Watching aircraft movements,<br />
the landings and take-offs every<br />
day, is a dream come true.<br />
What’s the most important<br />
advice/information that you<br />
can give customers?<br />
I would advise passengers to<br />
book early to get the best price<br />
on flights and we always try our<br />
best to make their experience<br />
with Aurigny a fantastic one. Their<br />
satisfaction is our top priority.<br />
What’s your advice for<br />
anyone considering a job<br />
working for Aurigny?<br />
For anybody considering working<br />
for Aurigny, I would say to definitely<br />
go for it. It’s a fabulous place and<br />
company to work for and they<br />
really look after their staff with the<br />
training and support they give.<br />
The help they have given me has<br />
improved by my skill set and helped<br />
me to be better at my job, which<br />
in turn makes the passengers<br />
happy, which is the main aim.<br />
What is the most common issue<br />
you deal with and what advice<br />
would you give to people?<br />
One of the common issues we<br />
face is the adverse weather in<br />
Guernsey and it can become<br />
a stressful situation for the<br />
passengers. When we have calls<br />
about delays, we will always do our<br />
absolute best to get them on the<br />
next available flight, so they can<br />
continue their journey, but their<br />
safety is always our main priority.<br />
14 <strong>En</strong> <strong>Voyage</strong> | Aurigny’s Magazine