Airport Representative: Duties and Challenges

• Tourism
• Further Education (Key Stage 5)

Airport Representative: Duties and Challenges

Unit 8 - Role of a Resort Rep: Learning outcome 3

Learning Objectives

At the end of the lesson you will be able to - 

• List and explain all the duties of a holiday representative at the airport
• Identify different scenarios at the airport and how issues are effectively solved 

What do you already know about the duties of an airport representative?

Introduction to Airport Representatives

• Airport representatives are responsible for ensuring the smooth arrival and departure of guests while on holiday
• The primary goal of an airport representative is to enhance the passenger experience by providing excellent customer service and assistance throughout their journey at the airport.

Airport Arrivals - Rep Duties

• Monitor Flight Arrivals: Keep track of flight arrivals and updates, and communicate any changes or delays to other staff

• Welcome and assist passengers: Provide assistance to arriving passengers, including helping them with queries, directing them to baggage claim, customs, immigration, and other facilities.

Airport Arrivals: Rep Duties

• Customer Service: Handle customer inquiries, complaints, and requests. Ensure a positive and helpful experience for passengers
• Lost and Found Support: Assist passengers in locating lost baggage or personal items. Provide information on lost and found procedures and contact details.

Airport Arrivals: Rep Duties

• Providing accurate and up to date information about the destination and hotel
  
• Organising and managing transfers to resort accommodation
• Guiding guests to the correct coaches 

Airport Arrivals: Rep Duties

• Accompany guests on their coach transport to their accommodation
• Deliver an arrivals transfer speech to guests while on coach

Arrivals Transfer Speech

• Resort reps are required to write and deliver an arrival speech to their guests on route to their accommodation
• Class task - What is an arrival transfer speech, and what information  should be included?
• Why is it important?

Arrivals Transfer Speech

• An arrival transfer speech is a welcoming talk the rep conducts while on the coach on route to accommodation
• Important activity - opportunity for rep to introduce themselves, destination and excursions!!!
• Should include important safety details to keep guests safe

Airport Departures: Rep Duties

Airport representatives (reps) play a crucial role in ensuring a smooth and positive experience for travellers during departures. Here are some typical duties and responsibilities for airport representatives involved in departures

Airport Departures: Rep Duties

• Collecting passengers by coach transport at their accommodation and accompanying them to the airport to return/depart for home
• Helping travellers with check-in procedures, ensuring they have all necessary documents, and providing guidance on security and immigration processes.

Airport Departures: Rep Duties

• Baggage Drop Support - Assist passengers with baggage drop procedures, ensuring they comply with airline regulations
• Gate Information - Guide passengers to their departure gates. Share information on boarding times, gate changes, and any additional details about the departure process. Assist passengers with navigating the airport.

Airport Departures: Rep Duties

• Flight Information Updates - Keep passengers informed about any changes or updates related to their flights.  Monitor flight status and provide updates on departures, delays, or gate changes. 
• Assistance for Special Needs Passengers - Provide support for passengers with special needs or those requiring assistance. Arrange wheelchair services, guide visually impaired passengers, or assist individuals with mobility challenges through security and to the departure gate.

Airport Departures: Rep Duties

• Travel Documentation Check -Ensure passengers have all necessary travel documents before proceeding to security and departure gates.
• Help to verify passports, visas, boarding passes, and any other required documents, and provide guidance on potential issue

Challenging Scenario: Lost Luggage

A traveller's luggage is missing. The airport representative must assist in locating the luggage and ensuring the guest's comfort while the issue is resolved.

Think of other things the rep can do to ease this situation?

Challenging Scenario: Disruptive Passenger

A passenger becomes disruptive or unruly. The airport representative must handle the situation calmly and follow protocols to ensure the safety and well-being of all guests.

How should a rep handle this very challenging situation?

Challenging Scenario: Flight Delays

A flight delay occurs, causing inconvenience for travellers. The airport representative must keep guests informed and  provide support.

What must a rep do to help in this situation?

Challenging Scenario: Medical Emergency

A traveller experiences a medical emergency by collapsing before boarding the plane home. The airport representative must act swiftly to seek medical assistance and provide support to the affected guest and their companions.

Emergency Situations

Being prepared to handle emergency situations such as medical incidents, security issues, or unexpected events, and ensuring the safety and well-being of all guests.

Problem-Solving Skills

Developing strong problem-solving abilities to address unexpected challenges and find efficient solutions for travelers in various situations.

Cultural Sensitivity

Respecting and understanding different cultural norms, customs, and practices to provide a welcoming and inclusive environment for travelers from diverse backgrounds.

Time Management

Effectively managing time to handle multiple tasks, assist numerous travelers, and ensure that all duties are carried out promptly and efficiently.

Wrap-Up and Review

Recap the key duties and challenges faced by airport representatives, emphasizing the importance of their role in providing exceptional customer service and support to travelers.

Q&A Session

Engage in a question and answer session to address any remaining queries or concerns about the duties and challenges of airport representatives.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.