User Personas
CSA - Ticket Counter
CSA - Roamers
Goals
To provide good customer service by
solving customer requests and inquiries on spot
Tasks
• Logging into OTIS software to view their checklist of tasks for the day
• Cancelling a Customer’s ticket on request
• Informing customers of a delay taking place
• Upgrading customer(s) boarding position
Challenges
• Not knowing the details of customers who require their tickets to be cancelled in advance
• Not knowing customers that require boarding position upgrades in advance
Goals
• To provide good customer service by solving customer problems and inquiries
• To provide customers with entertaining experiences and memories
Tasks
• Logging into OTIS software to check their gates and checklist of tasks for the day
• Approaching customers who have placed a service request and assisting them
(Cancellations/Re-scheduling the ticket/Pet assistance/Disabled passengers)
• Sending a thank you message/1000RR points/food and beverage coupon/free Wifi to passengers
who have their birthday/100th flight or any other celebration reason(Surprise and Delight)
• Hosting fun games with passengers who are waiting to be boarded(Surprise and Delight)
Challenges
• Not knowing which customers have inquiries, requests
• Unable to locate customers who need assistance without having to call them
CSA - Boarding Gate
Goals
• To reduce the turnaround time of flights
• To keep passengers informed about Flight timings and other changes related to their flight
• Logging into OTIS software to check their gates and checklist of tasks for the day
• Making boarding announcements and notifying customers about flight timings,
boarding gates and changes to them
• Calling standby passengers and asking them to board the flight
• Boarding special list, disabled and family passengers first
Challenges
• Have to juggle a lot of data in a short span of time because flights from
different gates would be taking off simultaneously
• Unable to locate Standby passengers in the airport efficiently