Personal Analysis Of Flight 5131 To CLT At Gate B7

On 1/31 observed flight 5131 to CLT at gate B7 being worked by Stacy, Calvin and Karen. Agents used most elevate behaviors by greeting, listening, and thanking. Stacy greeted customers with a friendly smile during the boarding process. Kareem could have offered more smiles. Calvin was eating something while working the flight and Stacy was observed drinking in view of customers. No Welcome announcement was made. Kareem made a correct ConciergeKey announcement. Military personnel were not identified in the Group 1 announcement. Groups 2, 3 and 4 were correct. The required Basic Economy announcement after Group 4 was not made. Groups 5 and 6 were correct; no lane was designated in Groups 7, 8 and 9. Calvin made an announcement paging all customers
Patrice and Aleeah worked the flight and Laura arrived later to assist. Before boarding Patrice and Aleeha listened to customers and provided options. There were missed opportunities by both agent to elevate by not offering smiles, greeting, and thanking customers. Patrice appeared to be processing customers when boarding and not providing any personalized or individual attention and little eye contact. Laura used the applicable elevate behaviors by offering customers a friendly smile. The Baggage announcement did not include the agent’s name, the removal of spare battery/e-cigarette and smart bag information: the term free of charge was stated when checking bags. It is important to use the scripted announcements for consistency and to not emphasize there is no charge to check bags at the gate. No welcome announcement was made. Customers were paged for pre-boarding. The ConciergeKey, Groups 1 and two were correct. Groups 3 and 4 were combined. The required Basic Economy announcement after Group 4 was not made. Groups 5, 6, and 7 were correct. No lane was designated for groups 8 and 9. A final call was made for the flight. Customers seated in the exit row were asked the required question. When checking bags Patrice did not asked the spare battery/e cigarette question, however Aleeah did ask the question. One customer was allowed to board with 3 carry-on bags. Several customers had expanded oversized bags
There were current and old LUS exit row notices at gate B7. Old exit row notices need to be discarded. A baggage sizer at gate 10 did not have the current decal with the Basic Economy requirements. The current decal should be on all baggage sizers. Baskets holding gate valet tags and Plexiglas holders with name tags were on the gate podiums. This does not comply with the new Americans branding image and should be