1. 1. Greet the passenger
1.1. Make eye contact
1.2. Be friendly
1.2.1. Smile
1.3. Ask them how they are today or how you can help them today (Engage with the customer)
1.3.1. If the customer's flight was canceled, check other flights
1.3.1.1. If the passenger is angry or upset remain professional
1.3.2. Identify potential problems or needs
1.3.2.1. If the customer doesn't speak English request a translator or use phone app
1.3.2.2. If the customer appears to have mobility issues check the reservation to see if assistance has been requested
1.3.2.2.1. If "wheelchair assistance" is selected, call for assistance and notify the gate agent.
1.3.2.2.2. If "wheelchair assistance" is NOT selected, offer "Wheelchair assistance
1.3.3. If the customer has a problem unrelated to the flight.
1.3.3.1. Acknowledge their problem
1.3.3.1.1. Redirect the conversation back to the flight
1.4. Don't engage in extended conversation unrelated to flight
1.5. Don't use personal phone
2. 2. Check passenger reservation
2.1. Ask for appropriate identification (license, passport for international, government issued identification)
2.1.1. Check to see if reservation and ID match
2.1.1.1. If passenger does not have appropriate ID explain the problem.
2.1.1.1.1. Explain the policy
2.1.1.2. If the passenger documentation matches reservation ask will they be checking bags
2.1.1.3. If the information on the document doesn't match reservation correct the problem
2.1.1.3.1. Document actions on the reservation.
2.1.1.4. If the passenger document has expired
2.1.1.4.1. Explain the policy
3. 3. Check passenger bags
3.1. Check bag to make sure there are no policy violations
3.1.1. If bag has no policy violation, check bag
3.1.1.1. Print bag tag
3.1.1.1.1. Attach bag tag on bag
3.1.1.1.2. Verify that bag tag & reservation match
3.1.2. If bag violates size restrictions identify the problem
3.1.2.1. Explain size restriction policy
3.1.2.1.1. Resolve the problem appropriately
3.1.2.1.2. If the passenger becomes angry remain professional
3.1.3. If bag violates weight restrictions identify the problem
3.1.3.1. Explain weight restrictions policy
3.1.3.1.1. Resolve the problem appropriately
3.1.3.1.2. If the passenger becomes angry remain professional
3.2. Check bag for potential problem
3.2.1. If the passenger has a worn or overstuffed bag, let them know you are concerned the bag may bust on the belt or aircraft
3.2.1.1. If the passenger disagrees and wants to send the bag, document the condition and recommendations on their reservation
3.2.1.2. Recommend they purchase another bag if they have time
3.2.1.3. Recommend the bag be wrapped in plastic and duck taped and document on reservation
3.2.1.4. If the customer becomes upset remain professional
3.2.2. Do not ignore a potential problem
4. 4. Complete passenger check in
4.1. Verify flight information to customer
4.1.1. State the passenger's name
4.1.2. State the number of bags checked
4.1.3. State the passenger's destination
4.1.4. State the bag's destination
4.1.5. SITUATION: Agent accidentally pulled up the wrong reservation and checks bag to the wrong city.