VCP Checklist

Is the check-in area clean with tensile barriers aligned and well positioned?

Are sizers free or garbage, in good condition and positioned in the right place?

Do screens display VY logo and the current flight?

Do the agents have all necessary supplies to check-in VY flights without interruption?

Are counters clean and well kept?

Does the agent run the line applying the "Under the Seat" tags?

Does the agent offer to check customers hand luggage for free?

Does the agent inform customers about the boarding time?

Are last minute customers handled according to VY procedures?

Does the agent seek for volunteer in case of overbooked flights?

Does the agent know the VY Excellence benefits?

Is the boarding area clean with tensile barriers aligned and well positioned (if existing)?

Are sizers and totems free of garbage, in good condition and positioned in the right place?

Are counters clean and well kept?

Do gate agents organise boarding queues in 3 sections?

Does the agent make the public annoucement in a way customers can understand?

Do agents keep customers informed when boarding do not start on time?

Do the agents have all necessary supplies to board VY flights without interrupting the process?

Do the agents comply with EU261 regulation?

Does the agent handle a cancellation according to the process established by VY?

Do the agents do the pre-boarding?

Is the customer service area clean with tensile barriers aligned and well positioned?

Are counters clean and well kept?

Does the ticket agent check with the customer all the information that has been modified or the purchased is done?

Is there clear indications to help customers find VY L&F office?

Do the agents use the full uniform according to current procedures?

Do the agents speak English well enough to deal with customers?

Do the agent know what GUEST principle stand for?

Do agents keep their name badges visible to customers?

Do agents show professional body language even when they are not talking to customers?

Does the agent treat the customers by their names?