fast travel - english - aua - mco - para ser corrigido(1)

Corporate Management Airport

Fast Travel DeparturesMore control, more convenience, less waiting.

São Paulo, Brazil – January, 2013

Welcome to Fast Travel!

The aim of this course is to present how Fast Travel should work.

Listen carefully and bear in mind your role is key to the success of this program.

Leadership

The ones who leads the airport team are who perform the company altogether with the base employees.

. One of their duties is to motivate the team so that the procedures are follow as establish, therefore without your participation this project won´t achieve the expected success.You and you team will receive the same information's, but only with your participation and commitment the project will be accepted by all. We count on you for the success of this project!

Fast Travel is a concept that, as the name indicates, includes resources and processes to do our client journey faster during the hole attention airport process.

Many air companies have this concept and Gol as modern and audaz couldn´t remain outside of this tendency. “Fast Travel” brings benefits for the client, for you and for the company.

What is FAST TRAVEL?

Benefits for your:

- Better organization of daily routine.

- More simple and fluid processes

- Time saving and less steps in attention

- Favorable use of technology


Benefits for the client:

- Time saving and less steps in attention between check-in and boarding

- Respect and guarantee of priority assistance

- Flights on time

- Chance of using technology for reducing steps in the process of the journey


Benefits for the company:

- Been recognize for its organization and standardization at the airports attention

- Being recognize for a more effective visual communication, ease to understand and identify

- Better punctuality

- Cost reducing


In order to achieve all benefits, lets see how the check in and boarding process should be done:


Before initiating check-in, lets explain how lines should be organize:

Lines

Line disposition according to fiscal structure available

Necesidades

EspecialesCheck - in

PreferencialApoyo al

AutoatendimentoEntrega de Equipaje

Atención Internacional

Bases con vuelos domésticos o internacionales con 4 o menos mostradores, sin totem y abajo de 20% de autoatendimento (internet + celular)

Si No Si No No

Bases con vuelos domésticos o internacionales con 4 o menos mostradores y con totem y/o con 20% o más de autoatendimento

Si No Si Si No

Bases con vuelos domésticos o internacionales con 5 o más mostradores, sin totem y con menos de 20% de autoatendimento (internet + celular).

Si Si Si No No

Bases con vuelos domésticos o internacionales con 5 o más mostradores y con totem y/o con 20% o más de autoatendimento.

Si Si Si Si No

Bases con vuelos domésticos e internacionales con 5 o más mostradores y con totem y/o 20% o más de autoatendimento.

Si Si Si Si Si

This line is for clients with special needs who are preferential attention by law, they are:

•Clients with difficulties to move; •Clients with guide dog;•Pregnant;•Obese;•Adults with child under 2 yeas old;•Elderly over 60 years old.

Estimate time per client: 3 minutes.

Special Needs

This line is for premium clients, who seek a differential attention for being:

• Smiles Gold or Diamond; • Sky Miles Elite Delta : Diamond, Platinum y Gold; • Comfort class; • Smiles Platinum credit card

Estimated time per client: 1min30sec

Piority Check - in

Lines dispositions

The access control is responsible for directing the clients to the right lines to witch they should be attended.

If you are at the Access Control position, pay attention to the following are doing your job.

• You should be fast but with kindness and respect.

• Organize the line division sticks according to the layout design for your base.

• If its necessary to leave the position, inform your superior and only leave when your replacement arrived.

CHECK-IN – Access control

DEPARTURE PROCEDURES

All essential procedures for passenger check-in need to be successfully completed, from the check-in counter into the aircraft.

Lining up passengers for priority boarding Checking carry-on baggage allowance Checking documents Feeding passenger check-in information into the system Granting passenger access to the aircraft

Those procedures enhance the whole process of flight dispatch, by decreasing aircraft ground time, which is usually the main cause for delays.

They also enhance passenger safety against eventual illegal acts.

What Passengers Think

Priority Departures

• Passengers with special needs should be better attended to. Passengers say that those needs seem to be rather neglected;

• Priority boarding does not work: “Everybody seems to be a priority customer”;

• Premium passengers say that there is no immediate boarding service;

Departure lobbies are one of the aspects which cause our passengers to be displeased when traveling by plane.

Source: IBOPE – Airport Services Research (Dec 2012)IBOPE – Smiles Diamond Passengers Satisfaction Research (Jun 2013)


Information Services

• Employees are not able to give some information properly;

• Passenger lining up is messy: passengers are confused in terms of number of lines and their position;

• Lack of standardization at airports: passengers complain about airports following different procedures;

• Passengers who frequently use the service urge better organized boarding procedures;

• Occasional Passengers have more difficulty understanding signs and would expect more information from GOL staff members.



Carry-on Baggage

Usual passengers complain about oversized baggage in the aircraft;

They wonder: “Why can they and I can’t?”


Fonte: IBOPE - Pesquisa de Satisfação Smiles Diamante (Jun/2013)


How many other people know when a passenger has been offered bad service?

Brazilian TV Host – LUCIANO HUCK

What causes filghts to be delayed?

Both aisle and middle seat passengers need to stand up so that window seat passengers can pass by.

Passengers when handling their carry-on baggage into overhead compartments hinder boarding of other passengers.

On-board passengers who keep standing while having conversations in the aisles delaying passenger boarding.

Limited space for carry-on baggage, even when within standards. Oversized carry-on baggage does not fit into overhead compartments or

under seats.

What HappensTodayMain conflicts on board

Two different clients in the same seat. Clientes sit down on purpose on the wrong seat, waiting that nobody

will seat on it. Some aircrafts have seat maps with different sequence numbers (Ex.:

aircrafts don’t have LINE 13. Informations in the boarding pass to conection trip.

What HappensTodayMain conflicts on board

WHERE WE WANNA GO?

FAST TRAVEL VISION DEPARTURE

Organization and standardize in your services; Priority service consolidation; More control boarding our clients; Simple process to the clients Correct communication More agility

PRINCIPAL CHANGES

Quiet special needs board; Priority clients access all the time;Board by groupsClients on board and boarded in the system;Hand luggage control;Boarding speeches.

Before boarding speech (aprox. -35min ETD domestic flight/ -45min ETD internacional flight or imediately after crew arrive) we must:

Invite the clients with special needs to board first in the line (during this moment the speech should be done face to face , it´s not necessary speech, to do it, it´s needed to know and have priority client list in hands;

Request to the other clients to give space to them;

Acommodate special needs clients near gate departure, if possible in boarding line or before security limits at the boarding gate.

SPECIAL NEEDS CLIENTS... WHO ARE THEY?

• People with dificiency or reduced mobility;

• People who needs to use oxygen during the trip;

• People with guide dogs;• Pregnant and lactating

women;• Fat people;• Adults with children(up to 2

years old)• Old aged from 60 years old.

Quiet special needs boarding

After beggining boarding, followed by Special Needs Clients, we must board priority clients – called Premium.

These clients must have a separated line from the others. In this line they can board at the moment that arrive in the departure lobby, from the gate that is the flight.

The common departure should be stopped momentarily to give acess to the priority clients when they arrive at departure gate.

DIREITO A EMBARQUE PRIORITÁRIO

• Smiles Diamante • Smiles Ouro• Parceiros Elite Plus Delta• Classe Comfort• Tarifa Flexível• Cartão de Crédito Smiles

Platinum• Cartão de Crédito Smiles Gold

Priority clients with free access

We should guarantee the boarding of this clients at any moment. We should emphasize their rights during all the process, even having the signs of Fast Travel.

Identifying Priority Clients

Clients Smiles Diamond

Clients Delta Elite

Flexible Fare

Identifying Priority Clients

Credit Card Smiles Gold e Platinum

These informations doesn’t appear in boarding pass, even having SSR code introduced in the system.

It’s necessary that the clients show us the credit card during the boarding ,and then enjoy the benefis of Priority Departure.

Don’t forget to verify the credit card validity.

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Pre-shipment specialSpecial need clients

Group 1Window seat

Group 2Middle seat

Group 3Aisle seat

Priority Boarding (premium)Smiles Diamond and Gold, Delta Elite, Flexible Fare, Comfort Class, Credit Card Smiles Platinum and Gold

Boarding by groups - GOLModel Outside-in

Back-to-front boarding(embarque de fileiras de trás para frente)

Random boarding(embarque aleatório)

Outside-in boarding(primeiro janela, depois meio e no final o corredor)

MODEL PRACTICING IN AIRLINES COMPANIES INDUSTRY

Families with or without children They can access the aircraft together in the minor group of departure. Example: mother in group 1, father in the group 2, child in the group 3. The whole family can board in the group 1.

Friends THEY CAN’T BOARD TOGETHER, each one has to board in your own group of departure.

Boarding by groups

37Group Identification

Boarding pass printed at airport

Orange kiosks

Gray Kiosks

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Eletronic Boarding pass

Boarding pass printed by GOL site - internet

Group Identification

Division lines: Priority Departure and departure by groups

We’ll have two lines during the departure process, one to board groups and other one to board Special Need clients and Premium clients.

I board when I wantI board when GOL calls my group.

Reconciliation boarding in real time – in the system

How we are going to do:

Conference name in the document

with boarding

pass

Photo conference

of the document with the

client

Conciliation

boarding card in the

system

Pickup boarding card and

return the document

Customer boards in

the aircraft


BoardingGui

This tool is part of the package of Navitaire System and it is already installed on the computers that are in the departure lobby.

The login and password are the same of NewSkies System.

Using this system we will:

Keep away of wrong boarding (ensure that the clients that are on board really concern from this flight);

Guarantee more control and organization during the departure process;

Offer agility during the shutdown departure in the system.


BoardingGUI

Route Airline

2

3

4

To acess BoardingGUI, we must:

1- Confirm flight date>> 2- Insert GOL code >> 3- Write origin airport>> 4 – Insert flight number

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3

4



Green – boarded is OK

After leasure of the code, printed in boarding pass, the system will informs you if there is some point to pay attention, signing by colors that appears in the screen :

Yellow- Adictional informations as:(SSR – INF, WCHR, SMILES)

RED - Attention! Possible causes:

Sequence number - wrong; Wrong boarding; Reservation with pending payment; Double seats; Client doesn’t checked.


BoardingGUI – Exceptions

This system still doesn’t read 2D codes. Therefore, when the customer show the boarding pass in the cell phone, you must type the checkin sequence number.

All bags that will be visible huge, our of standard size, should be measured with the measure box luggage.

If you try to fit perfectly, (with no strenght) the luggage doesn’t fit, it should be dispatch in the gate where departure happens.

So, it’s necessary inform and question the clients if there is value itens, fragile or eletronics, because they must be take off and carry on as hand luggage.

Carry on luggage control

Measure box luggage

Flight still opening status (OF) Fill out label baggage manually, insert the informations in the system,

having label number and weight;; Insert comments on F7 field. Ex: BAG nº 11111 dispatch at departure gate, because its size is out of standard size.

WEIGHT never must write in the label, only in the system.

Flight parcially closed (CP) Insert comments on F7 field, with how many bags are beeing dispatched

at departure gate, by this client, as label numbers.


Fill out data in label baggage:


Look at the model: how to fill manual baggage label, to be dispatched at the boarding gate.

Remind that the weight doesn’t have to be written in the label, only inside the system.Where says “weight” we must write the word: GATE.

FINAL DESTINATION – CLIENT IS GOING TO SÃO PAULO

MANUAL LABELSTICK IN CLIENT’S BAG

THIS PART STAY WITH CLIENT

Control de Equipaje de mano

Look one example of a Manual Baggage Label to be dispatch in the boarding gate:

Pay Attention!!!

In the space “PESO” we shoud write “GATE”, identifying that this bag was dispatched in boarding gate.


In the finger

If departure happens in the bridges, put all bags together in front of the boarding gate and inform staff ramp that all bags shoud be dispatch.

If departure happens in remote area, carry on luggages that didn’t fix in the measure box luggage, should be identify by manual labels and carry by the customer that will dispatch to the employee, whose will delivery to staff ramp. It´s fundamental to have a good communication, from departure agent to ramp agent, inform about client’s characteristics. So, the ramp agent can identify his/her and baggages that are in aircraft hold.

Attention- Advise GOL ramp agent responsable, how many bags were inserted in the system, while flight was still in open status and how many bags were inserted only in F7 field, to after this, it has been possible to do all corrections on flight documents.

Departure in remote area

DEPARTURE PREPARATION-40 ETD

-45 ETD

PRE-DEPARTURE – SPECIAL NEED CLIENTS-35 ETD

OPENING BOARDING-30 ETD

NOW BOARDING-20 ETD

LAST CALL-10 ETD

BOARDING CLOSED-7 ETD

DOOR CLOSED-5 ETD

STEP BY STEP- TIMELINE

FLIGHT PREPARATION

PREPARING THE DEPARTURE GATEJOURNEY BEGINS

In every beggining rotation, before to go to the gate, the employee must verify and get all materials, accessories that had been used to the gate, if they are available and in perfect conditions, as:

Transit card; Roll paper to boarding pass ( for some airports that have the machine in the gate); Check sound system; Measure box available ; Manual baggage labels; Sealing wax; Displays of Dangerous Goods; Displays of Resolution 141 (Brazil Law); Forms; Flow divider(2 lines entry – priority and other groups) Signaling.

Preparing the gate– Beggining Rotation

Departure preparation-40 ETD

-45 ETD

Preparação para o voo

Pre-departure – Special need clientes-35 ETD

Opening Boarding-30 ETD

Now boarding-20 ETD

Last call-10 ETD

Boarding closed-7 ETD

Doors closed-5 ETD


FLIGHT PREPARATION

PREPARING THE GATEBeggining Rotation

Preparing flight (-45min ETD) *-55 min before to international flights

Organizing the flow divider;

Confer: Total of clients boarding, conections and codeshare;

Provide resources to the special need clients;;

Print SSR list to the cabin chief;

To have manual baggage labels to dispatch bags in the gate, if necessary;

To have measure box;

GROUPS

PRIORITIES


-45 ETD


Pre-departure – Special need clientes-35 ETD


Now boarding-20 ETD

Last call-10 ETD


Doors closed-5 ETD


FLIGHT PREPARATION

PREPARING THE GATEBeggining Rotation

Departure preparation(-40min ETD) *-50 min before international flights

To do the speech explaining how boarding process it will be;

Separate and organize the customers in the correct line;

Bring special need clients in front of the lines;

Explain that the groups will be called by numeric order and the other clients wait for a new call, saying the respective group to board;

Verify carry luggage with the measure box.


-45 ETD


PRE DEPARTURE – SPECIAL NEED CLIENTS-35 ETD


Now boarding-20 ETD

Last call-10 ETD


Doors closed-5 ETD


FLIGHT PREPARATION

Preparing the gateBeggining Rotation

Pre departure – Special Need Clients (-35min ETD) *-45 min before to international flights

Check over documentation, boarding client in the system at the real time and check customers in the right line, take the special need clients inside de gate space. (quiet boarding);



-45 ETD




Now boarding-20 ETD

Last call-10 ETD


Doors closed-5 ETD


FLIGHT PREPARATION


Opening boarding (-30min ETD) *-40 min before to international flights

To do the speech, begging boarding of special need clients and call the group one to the line;

At first board special need clients, after Priority Clients - Premium;

Call to the line, group one;


Departure by groups- Group 1

Call to board just clients that belong to group one;

At this moment only group one clients (window seats) will board;


If a Priority client appears, we must stop boarding the group that is calling and it will be board first Priority client.

Departure by groups- Group 2


Call to the gate Group 2 clients ;

At this moment only group two clients (middle seats) will board;


Departure by groups - Group 3


Call to the gate Group 3 clients ;

At this moment only group three clients (aisle seats) will board;



-45 ETD




NOW BOARDING-20 ETD

Last call-10 ETD


Doors closed-5 ETD


FLIGHT PREPARATION


Now boarding (-20min ETD) *-30 min before to international flights

To do “now boarding “ speech;


Last call (-10min ETD) *-10 min before to international flights

To do last call speech for a big group absent to board. If exist some clients, not too much, to do called nominal to board.


This speech shoud be done just once.

Boarding closed (-7 min ETD) *- 7min before to international flights

To do boarding closed speech a little bit before door closed;

The doors must be closed at least 5 min before departure time. For this happens, boarding process must be done 7min before taking off time;

The gate shoud be clossed.

Door closed (-5 min ETD) *- 5 min before to international flights

Aircraft doors and boarding gate closed.

Speeches

Speech orientation

The text should be read respecting breaks;

Interpret the text to not to make a cold and mechanical reading;

Keep the microphone at a reasonable distance to provide an appropriate sound without noises;

If you make a mistake, apologize and repeat theword or a phrase;

Don’t trust in your memory: you always must havetext in hands.

Always use GOL speech.

Departure by groups – Speech Example

After priority boarding, groups must be called:

GOL clients on flight ___ **(in partner with “(partner airline name)”)** with destiny to __. At this moment will board just group 1 clients. Please verify on your boarding pass witch group you are.

GOL clients on flight___ **(in partner with “(partner airline name)”)** with destiny to __. Now boarding group 2 clients.

GOL clients on flight___ **(in partner with “(partner airline name)”)** with destiny to __. Now boarding group 3 clients.

Don’t forget to ask to the other groups stay sit down and waiting for another calls.

fast travel - english - aua - mco - para ser corrigido(1)

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