VCP

Title Page

Conducted on
Prepared by
Location

Check-in

Is the check-in area clean with tensile barriers aligned and well-positioned? - What is expected: Check-in area must be clean and free of garbage. If it is not, the agent must call the process owner. Tensile barriers must be found aligned and in the upright position. Remember: This is the first point of contact with our customers, and we need to make a good first impression. - Minimum Evidence: Picture
Are sizers free or garbage, in good condition, and positioned in the right place? - What is expected: Sizers must be free of garbage, in good condition (free of defects), and positioned in front of check-in counters. - Minimum Evidence: Picture
Do screens display VY logo or the current flight? - What is expected: Screens located above the counter desks must display the VY Logo or the current flight being checked-in. If there is premium check-in, the screen above must also display "Premium". - Minimum Evidence: Picture
Do the agents have all necessary supplies to check-in VY flights without interruption? - What is expected: All necessary materials must be available in enough quantity to ensure all customers are checked-in without interruption. - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Are check-in counters clean and well-kept? - What is expected: Counters and the internal area must be tidy and clean at all times. That means customers shall not see garbage, bag tags on the floor, and/or personal belongings. - Minimum Evidence: Picture
Does the agent run the line applying the "Under the Seat" tags? - What is expected? Checking agents must apply the UNDER THE SEAT TAG if it is possible on those belongings that fit below the seat. Agent must EXPLAIN to customers that the tagged belonging MUST GO UNDER THE SEAT. This may be a moment of stress, so all agents must approach the customer using GUEST principle. Some airports may perform the procedure at the gates. - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Does the agent offer to check customer's hand luggage for free? - What is expected: All check-in agents must offer to check customer's hand luggage in FREE OF CHARGE only if compliant with allowed dimensions and weight (must fit into VY sizers before). - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Does the agent inform customers about the boarding time? - What is expected: All check-in agents must inform customers of the START of boarding time by highlighting, with a circle, on the boarding pass. Also, they must direct customers to check gate numbers on the airports screens after security control. - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Are last minute customers handled according to VY procedures? - What is expected: Last minute check-in calls must be made 40 minutes before flight STD. After the last minute call, agents must run the queue to ensure all customers of the announced flight are redirected to last minute counters. - Minimum Evidence: Observation (1 flight, at least)
Does the agent seek for volunteers in case of overbooked flights? - What is expected: All check-in agents must seek volunteers in case of overbooked flights. It´s very important that the approach is made in a POLITE way. Example: "Mr.Sanchez, we are offering €150 Euros for those customers who voluntarily take an earlier or later flight. The change is made at the boarding gate, after staff confirm your seat is needed." - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Does the agent know the VY Excellence benefits? - What is expected: Agent standing on Premium check-in must know all Premium/Excellence Benefits: 1. Exclusive check-in counter / 2. Priority Boarding / 3. One free checked baggage up to 23Kg. / 4. Reserved space in the aircraft for handluggage up to 14Kg. / 5. Free middle seat in case of Excellence remaining customers. 6. Free catering onboard (Excellence). / 7. Full flexibility on changes or cancellations. 8. Free fast track (BCN, FCO, ORY and +11) / 9. Access to VIP lounge. With the change of Vueling Fares, the fare with assistance at the premium counters and priority boarding is the Time&Flex. - Minimum Evidence: Interview: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents Applicability: A, B and C (if more than 3 counters) + LHR

Boarding

Is the boarding area clean with tensile barriers aligned and well-positioned (if existing)? - What is expected: Boarding gate must be clean and free of garbage. Tensile barriers must be found aligned and in upright position (if they are used). ORGANISATION is fundamental to ensure customers line up correctly from the very beginning. - Minimum evidence: Picture
Are sizers and totems free of garbage, in good condition and positioned in the right place? Signage is updated according to the new boarding process? - What is expected: 1) Sizers and totems must be free or garbage and in good condition (free of defects). 2) Totems must be placed where queues start and sizers must be placed in a visible area so that any customer can easily access to try out hand luggage. 3) The signage of the boarding area must be according to what is applicable to the station (Groups, if with GoNow or Rows if with other systems) 4) If sizers have indication of ROWs in an airport with boarding process by groups, it must not be facing the customers queues. - Minimum Evidence: Picture
Are gate counters clean and well-kept? - What is expected: Counters must be tidy and clean at all times. That means customers shall not see garbage, bag tags on the floor, and/or personal belongings. - Minimum Evidence: Picture
Do gate agents organise boarding queues in 3 sections? - What is expected: Agents at boarding gates must ensure that at ALL TIMES there are 3 clear and organised queues as follows: Jet bridge: GROUPS / ROWS 1. Group 1 / Priority Boarding (Excellence, Premium and Priority) followed by families with children under the age of 2 and special needs assistance. 2. Group 2 / Back rows (depends on aircraft type) 3. Group 3 / Front rows (depends on aircraft type) Remote stand: GROUPS / ROWS 1) Group 1 / Priority 2) Group 2 / General Boarding 3) Group 3 / **** - Minimum Evidence: Observation: BCN - 3 flights A - 2 fligths B - 1 flight C/D/E - 1 flight
Does the agent make the public annoucement in a way customers can understand? - What is expected: The announcements are essential to keep customers informed about what is going on. All agents making PA must follow some basic rules: 1) Know in advance what will be informed. 2) Hold the PA close to the mouth. 3) Speak with confidence, paused, clear and loud enough to ensure customers listen to you. Remember: The goal is for the customers to understand the message, not just giving the PA. - Minimum evidence: Observation
Does the agent make the NEW public annoucement? What is expected: The NEW announcements must be the recorded ones when applicable or manually done if the airport does not have the system available. - Minimum evidence: Observation: BCN - 3 flights A - 2 fligths B - 1 flight C/D/E - 1 flight
Do agents keep customers informed when boarding does not start on time? - What is expected: Customers always line up in advance and expect to board on time. For this reason, it is essential to keep customers informed. If boarding does not start on time, an agent must make a public announcement informing when boarding will begin. Example: "Ladies and gentleman, we inform you that boarding will begin within XX minutes" - Minimum Evidence: Observation: BCN - 3 flights A - 2 fligths B - 1 flight C/D/E - 1 flight
Do the agents have all necessary supplies to board VY flights without interrupting the process? - What is expected: All necessary materials must be available in enough quantity to ensure all customers are boarded without interruption (boarding pass, bag limit release, under the seat tags, overbooking paperwork, extra crews sheet, etc). - Minimum Evidence: Observation: BCN - 3 flights A - 2 fligths B - 1 flight C/D/E - 1 flight
Do the agents comply with EU261 regulation? - What is expected: All agents in boarding gate MUST comply with EU261 regulation. These are the process to be followed: 1) Agents MUST hand "Passenger Rights" leaflets out when delay is expected to be over 2 hours. 2) At the same time meal vouchers must be distributed to ALL customers. There is NO need to wait authorisation from VY. ***In case VY keeps agreements with local restaurants, customers must be informed where they should go to have their meals. Customers must be informed about the exact procedure to be followed (eg.: show the boarding pass) - Minimum Evidence: Observation
Do the agents make the overbooking announcements mentioning the amounts (€150/250) when the flight is overbooked? - What is expected: When the flight is overbooked the gate agent MUST make the overbooking announcement prior to boarding: "Good morning/afternoon/evening. May I have your attention please? Due to a potential lack of seats on flight VY_______to______ today, we’re looking for volunteers to fly on the next available flight (IF POSSIBLE, SAY WHEN THE FLIGHT IS). If you accept this offer and are not able to travel on this flight, we will offer you your choice of 150 euros as compensation paid directly into your bank account, or 250 euros credit to use on your next booking with Vueling. If you are interested in this offer, please come and speak to me/us at boarding gate _____. Thank you." - Minimum Evidence: Observation
Does the agent handle a cancelation according to the process established by VY? - What is expected: In case of a cancellation, the agent must use the PA and inform all the customers following some basic steps: 1) Apology and explain that despite the efforts the flight had to be canceled. 2) Understand the reasons before and than explain to customers. 3) Explain the next steps to be taken and inform all efforts will be made quickly to handle it. - Minimum Evidence: Evaluator's observation
Do the agents do the pre-boarding? - What is expected: The agents must start the preboarding when the aircraft have chocks on and guarantee: 1) There isn't any customer in wheelchair. 2) There isn't any issue of maintenance that prevents boarding. 3) The airport has enough space to perform the procedure. If the airport doesn't have space, the item will be considered N/A - Minimum evidence: Evaluator's observation

Customer Service Office

Is the customer service area clean with tensile barriers aligned and well-positioned? - What is expected: Customer Service area must be clean and free of garbage. Tensile barriers must be found aligned and in upright position. - Minimum Evidence: Picture
Are Customer Service counters clean and well kept? - What is expected: Counters must be tidy and clean at all times. That means customers shall not see garbage, tapes on the glasses, and/or visible personal belongings. - Minimum Evidence: Picture
Does the ticket agent check with the customer about modified information or the completed purchase? - What is expected: The agent must reconfirm all the information that the customer's PNR purchase or change contains. Also, provide all the necessary and useful information for the customer's trip. - Minimum Evidence: Evaluator's observation

Lost & Found

Are there clear indications to help customers find VY L&F office? - What is expected: All L&F offices must ensure there are indications so that customers can understand the provider acts on behalf of VY. - Minimum Evidence: Picture

All Touchpoints

Do the agents use the full uniform according to current procedures? - What is expected: Agents must use the full uniform provided by the handling company. In some cases, VY uniform will apply. - Minimum Evidence: Picture
Do the agents speak English well enough to deal with customers? - What is expected: VY is an international airline and English is mandatory to ensure we can communicate with our customers. Working English will be verified, which means that the person must be able to perform the basic tasks in this language. - Minimum Evidence: Observation: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Does the agent treat the customers according to VY GUEST principle? - What is expected: All agents must treat customers according to VY GUEST principle: 1. Greet the customer looking into their eyes (Hi! / Good Morning, etc / Welcome to VY) 2. Understand who is in front of you (is a senior person that requires more attention and patience or an executive who wants a faster service?) 3. Empathise with customer (try to put yourself on customers' shoes). 4. Smile, genuinely. 5. Treat the customer the way you want to be treated. - Minimum Evidence: Interview: BCN - 10 agents A - 5 agents B - 3 agents C/D/E - 2 agents
Do agents show professional body language even when they are not talking to customers? - What is expected: Body language is part of personal image and customers notice that. All agents must stand in "service position", always alert to customer needs. Chewing gum, eating, smoking, having earphones in and use of personal cellphones are not allowed in front of customers. Laziness and disinterest are considered serious misconduct. - Minimum Evidence: Observation (All staff)
Does the agent treat the customers by their names? - What is expected: All agents must treat customers using proper title + surnames after checking their documentation: Male - Use "Mister" + surname (eg.: "Smith") Female - Use "Miss" + surname (eg.: "Smith") - Minimum Evidence: Observation (All staff)
>Signage in all touchpoints with proper pics. What is good and what is not.
>Kiosks of competidors and shared ones available in the airports.
>First bus full, first bus goes.