Assignment:
Introduction
An airport has multiple procedures in place, and essential regulations to follow, to ensure passenger and employee comfort, safety, and security.
Airport departments are carefully structured and responsibilities are clearly set out for each. Communication is an expectation and key to ensuring tasks are completed fully, efficiently and always with safety and security in mind. On your trip to the airport, you will be able to see how these pieces come together by observing Passenger Service activities in one of the world's largest and busiest airport terminals.
Goals and Learning Objectives
The intention of this field trip is to underline the many responsibilities Passenger Service Agents have and to clearly identify the paperwork they use to ensure a safe aircraft departure. This visit will spotlight the impact that communication has on a PSA's ability to maintain security, in addition to safety, by following a Lead to the various PSA positions where they have contact with passengers. This visit will expose you to the numerous locations PSAs work `ground side' and to see the many ways that they take initiative to ensure customers are processed properly and professionally. During this visit, you will be expected to:
• Describe, with examples, the importance of adhering to baggage and documentation regulations
• Explain the skills, behaviours and attitudes required to succeed as a PSA
• Identify the degrees of communication between PSAs, colleagues and customers in the maintenance
• of a safe and secure airport and aircraft environment
• Recognize the various PSA locations throughout the terminal
• Observe the multiple operating systems in the terminal and at PSA locations
Methodology
Visit the airport and observe the facility and the operation that happens outside of the secure area in both Terminal 1 and Terminal 3. Explore both arrivals and departures areas. Observe how the operation differs between the two terminals. Listen to the activity that is going on around you and make observations of the buildings, facilities and the employees, not through the eyes of a student or passenger, but as though you were a newly trained PSA.
The assignment must be typed with the use of full paragraphs, an introduction and a summary. Do not number the paragraphs as responses to each question. The report must be at least 600 words in length.
Assignment Questions
Please answer all four questions in paragraph form.
1. Describe in detail, the terminal facility. What initially drew your attention as you entered through the door? What did you hear that was unexpected, or you found surprising? What were some of the first emotions you felt as you made your way through the building?
2. What safety guidelines/ restrictions are imposed at the airport? What safety/ security checks prevented you visiting certain areas like Gates or Customs? In your own words, describe why think these procedures are in place and carefully monitored/ maintained.
3. What activities did you observe to be taking place in the terminal? Describe one activity in detail and discuss your reaction to it.
4. During your visit, approach an airline or airport employee who appears to be free/ available for questions and ask them a service related question. For example, ask directions to a restaurant/ food, washroom, ticket counter or specific airline.
Always be polite and respectful. How did this person answer your question? Were they able to help you? How would you describe their customer service approach? Friendly? Open? Enthusiastic? Impatient? Frustrated?