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We employ our own trained overseas staff to oversee the ground handling of passengers and provide welfare and assistance where appropriate.
Our people on the ground will be easily recognisable in their smart uniforms when passengers arrive at check-in. They will be met with a friendly smile and reassurance that all is well with the scheduled time of take off. They will be assisted with any problems they may have (such as lost tickets, out of date Passports, last minute cancellations by members of a group etc etc). They will remain at check-in until after the flight has closed if there are some "missing" passengers - in which case they will be swiftly taken to a late check in desk and rushed to the aircraft with their baggage. Our representative then advises our UK office on the actual time of departure, number of passengers on board and any "no-shows" - people who did not report for the flight whatsoever. This information can then be relayed to the tour operator in resort before the aircraft has arrived and they are then better able to deal with situations they have been given prior notice of. In the event of a late flight, say due to technical problems with the aircraft, our representative would keep passengers advised as to the extent of the delay envisaged, the reason for the delay and will keep monitoring the situation through the UK and the airline's Operations Division. In the case of a delay over 2 hours our representative will ensure passengers are given light refreshments and if appropriate young children and families will be found somewhere suitable to wait. With this network of on the ground hands on assistance we have been known to whisk clients straight off a late incoming flight on to their connecting flight with a minute to spare (having advised the connecting flight deck crew that they were on the way)! |