Customer Service Checklist for Station Hub (ENG)

• Unit

• Station/hub

• Duty Shift

• Conducted on

  Date

• Prepared by

• 

Sections Completed

• A - Preparation

  YES

  NO

• B - Delay period 30 to 119 mins

  YES

  NO

• C - Delay period 120 to 239 mins

  YES

  NO

• D - Delay period 240 to >360 mins

  YES

  NO

• E - Other Irreg (Postponed/Divert/Canceled/reroute/Change Gate)

  YES

  NO

• F -Irreg Post Flight Customer Service

  Select YES NO

  • YES
  • NO

• G -Finalized

  Select YES NO

  • YES
  • NO

Section A - Preparation

• Is there any staff available (how many)?

  Yes

  No

  N/A

• Do the staff matched with standard appearance?

  Yes

  No

  N/A

• Do the briefing/debriefing been done?

  Yes

  No

  N/A

• Is there any work equipment available and work properly (SDA/computer/handy talky/printer/telep/hotline/copy machine/paper/etc)?

  Yes

  No

  N/A

• Do the staff duty assignment been done?

  Yes

  No

  N/A

• Is there any forms available (kwitansi/DBC form/irreg form/FIM/etc)?

  Yes

  No

  N/A

• Is there any Particular Book/GFIS/TELEX/Email/Message/etc)?

  Yes

  No

  N/A

• Do the Customer Service Staff giving confirmation about causes of delay to the Operation Unit (flight detalis)?

  Yes

  No

  N/A

• Do the Customer Service Staff giving confirmation about delay, causes of delay and new ETD via verbal or PIB (Passenger Information Bulletin)?

  Yes

  No

  N/A

• Do the delay announcement confirmed by speaker in waiting room area also updated in Discreen Monitor/FIDS?

  Yes

  No

  N/A

• Do the snack and drink (SOG) served?

  Yes

  No

  N/A

• Is there any VIP/CIP, infant, WCHR, UM & Special Assistance?

  Yes

  No

  N/A

• Is there any misconnect outbound passenger (pax quantity, destenation, service recovery)?

  Yes

  No

  N/A

• Is there any passenger that doing flight cancellation, full refund, reschedule, transfer to other Garuda or any airlines flight schedule?

  Yes

  No

  N/A

• Is there any baggage offload/baggage that keeps by GA Operator/deliver to passenger?

  Yes

  No

  N/A

• Is there any coordination that been done with immigration/customs/quarantine/AP2?

  Yes

  No

  N/A

• Do the preparation of statement letter been done (optional)?

  Yes

  No

  N/A

• Is there any passenger that doing heavy complaint/ask for compensation/intmidate/hit and do the problem solve?

  Yes

  No

  N/A

• Do the caos conditions happen?

  Yes

  No

  N/A

• Does the staff finish the administration process and keep the files or additional data?

  Yes

  No

  N/A

Section B - Delay period 31 to 119 mins

• Do the Customer Service Staff giving confirmation about causes of delay to Operation Unit (flight details)?

  Yes

  No

  N/A

• Do the Customer Service Staff giving confirmation about delay, causes of delay and new ETD via verbal or PIB (Passenger Information Bulletin)?

  Yes

  No

  N/A

• Do the delay announcement confirmed by speaker in waiting room area also updated in Discreen Monitor/FIDS?

  Yes

  No

  N/A

• Do the snack and drink (SOG) served?

  Yes

  No

  N/A

• Is there any VIP/CIP, infant, WHCR, UM & Special Assistance?

  Yes

  No

  N/A

• Is there any misconnect outbound passenger (pax quantity, destination, service recovery)?

  Yes

  No

  N/A

• Is there any passenger that doing flight cancellation, full refund, reschedule, transfer to other Garuda or any airlines flight schedule?

  Yes

  No

  N/A

• Is there any baggage offload/baggage that keeps by GA Operator/deliver to passenger?

  Yes

  No

  N/A

• Is there any coordination that been done with immigration/customs/quarantine/AP2?

  Yes

  No

  N/A

• Do the preparation of statement letter been done (optional)?

  Yes

  No

  N/A

• Is there any passenger that doing heavy complaint/ask for compensation/intimidate/hit and do the problem solve?

  Yes

  No

  N/A

• Do the chaos conditions happen?

  Yes

  No

  N/A

• Does the staff finish the administration process and keep the files or additional data?

  Yes

  No

  N/A

Section B - Delay Period 31 to 199 mins