Observed Flight 628: Elevate The Everyday Behaviors: Analysis

Observed flight 628 at gate 53 being worked by Lisa and Missy. Lisa arrived at the gate eating something. She continued to chew it while behind the counter and interacting with the first customer in line. Lisa greeted the customers, listened and acknowledged their needs and offered customers options. Customers were not addressed by name sir or ma’am; few smiles and thank yous were offered and she did not ask if she could be of further assistance. Missy scanned boarding passes and made the announcements. She did a good job using the Elevate the Everyday Behaviors. She greeted customers with a friendly smile, addressed them by name sir or ma’am; while scanning their boarding passes she engaged with the customers and thanked them. Nice job! There
Jianilda made many of the announcements and scanned boarding passes and the other agents assisted. Jianilda did an excellent job using all the elevate behaviors. She greeted each customer with a big smile, interacted with customers and families why she scanned their boarding passes, addressed them by sir or ma’am and thanked each customer. Ann listened and acknowledged the customer and offered the customer options. She was very calm and efficient when rebooking a customer who missed the flight. She did not address customers by name , sir or ma’am and rarely offered smiles or , thank yous. The female with dark air was attentive greeting customers and listening to their needs but offered few smiles. Ingra did not appear to work the flight but was behind the counter drinking and was leaning on the chairs while talking to colleagues during the boarding process. This does not present a professional appearance. The Baggage, ConciergeKey, Groups 1, 2, 3, 4, 5, 6, 7, 8 and 9 were made correctly, No Basic Economy announcement was made after Group 4. A final call was made for the flight. Customers seated in the exit row were asked the required question. Bags Inc. agents enforced the number of bags, however, several customers boarded with oversized bags and the sizer was not used. The GID system was used during the boarding process. Ann was not wearing a name bar or the required scarf and had pins on her lanyard which does not comply with the Uniform and Image Standards. Female with dark hair was wearing large hoop earring. A sizer positioned next to the special service counter did not have the current yellow BE dimensions. All other signage was current. Al easily answered all the interview questions