Customer Service Checklist for Station Non-Hub and Explore&Jet (ENG)

• Checklist Title

• Document No.

• Station/Hub

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

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 (Posponed/Divert/Canceled/Reroute/Change Gate)

  Yes

  No

  N/A

• F - Irreg Post Flight Customer Service

  Yes

  No

  N/A

• G - Finalized

  Yes

  No

  N/A

Section A - Preparation

• Is there any staff available (how many) ?

  Yes

  No

  N/A

• Do the staff matched with standards appearance ?

  Yes

  No

  N/A

• Do the briefing/debriefing been done ?

  Yes

  No

  N/A

• Do the working equipment available and work properly (SDA/ computer/ handy talky/ printer/ telp/ hotline/ mesin fotocopy/ kertas/ dll) ?

  Yes

  No

  N/A

• Do the types of form available (kwitansi/ DBC form/ irreg form/ FIM/ dll) ?

  Yes

  No

  N/A

• Do the staff duty assignment been done (Pembagian tugas kepada staf) ?

  Yes

  No

  N/A

• Do the PARTICULAR BOOK/GFIS/TELEX/Email/Message/etc well checked ?

  Yes

  No

  N/A

Section B - Delay periode 31 - 119 menit

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

  Yes

  No

  N/A

• Do the Customer Service 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/airpot authority?

  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 C - Delay periode 120 - 239 menit

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

  Yes

  No

  N/A

• Do the Customer Service 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/airport authority?

  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 D - Delay periode 240 s/d > 360 menit

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

  Yes

  No

  N/A

• Do the Customer Service 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/airport authority?

  Yes

  No

  N/A

• Is there any compensation with voucher (explain) ?

  Yes

  No

  N/A

• Is there any hotel acomodation and transportation airport hotel vv provided?

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

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

  Yes

  No

  N/A

• Do the Customer Service 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 compensation with voucher type (explain) ?

  Yes

  No

  N/A

• <br>Is there any hotel accommodation and airport hotel vv transportation provided? <br>

  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 done the coordination with origin/destination station via telep/telex/WA/emnail?

  Yes

  No

  N/A

• Is there any passenger left behind because the gate is changing and how to solve it?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Section F - Irreg Post Flight Customer Service

• Is there any Customer Service Staff that assisting the transit pax (shortconnect/misconnect) ?

  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

• <br>Is there any compensation in voucher (explain)?<br>

  Yes

  No

  N/A

• Is there any hotel accommodation and airport hotel vv transportation provided?

  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 done the coordination with origin/destination station via telep/telex/WA/email?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Section G - Finalized

• Does the supervisor/staff done the irregularities/chronologies?

  Yes

  No

  N/A

• Does the staff done the administration/additional data/telex/forms?

  Yes

  No

  N/A

• Does staff get and do the instruction based on instruction?

  Yes

  No

  N/A

Airport Station Checklist

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