08 JANUARY 2011 – SATURDAY
TWENTY- EIGHTH DAY - 1300-2100
1300-0100. Overtime.
There was a supplementary flight of QF168 today. The route was HKGMNL – MNLSYD.
The first flight of QF19 and QF20 was all normal. After the flight, we headed to the office to have our KFC dinner which was provided by Sir Larry.
After having our dinner, we still have an hour before opening the counters for the next flight. Sir Eric allowed us to watch My Amnesia Girl and he even prepared the LCD projector. It was already 2130 when we stopped watching and started the briefing.
We opened counters and I was assigned at the BCO again. I had a good day but it turned out not fine late that night when a family I approached complained why they had to pass through the BCO when they could just weigh their baggage at the counter. We were trying to explain that they must go through BCO first so that we could know ahead if the passengers had excess baggage. The irritated passenger boasted that they didn’t have excess baggage. The wife insisted that only one person from them would carry the baggage so why pass through BCO. The wife told his husband (who was about to load the baggage) “let them carry it” and this statement triggered our bad moods.
I was really disappointed because I was expecting Filipinos like them would treat us fairly and properly but it seems that foreigners are easier to interact with. I was expecting that they would understand the security and check-in process of the airport in the Philippines but it was surprising that the foreigners were more friendly and accommodating. We reported it to Sir Josh who informed Sir Jj about it so that he might explain to the passenger the answer for their complaint.
At the gate the family once again made a scene when they didn’t want to pass through us for us to get their boarding passes. They were very angry but they couldn’t do anything, it’s the airport policy. If they hate the procedures here in the Philippines, then better not travel back in their hometown at all. I hated them and other Filipinos who just had the chance of going abroad then when they get back to their homeland it seems as if they’re not Filipinos already. This incident really destroyed my good mood the whole day.
10 JANUARY 2011 – MONDAY
TWENTY- NINTH DAY - 1200-2000
We had a normal flight today. After the briefing, I arranged and photocopied the arrival documents together with Mark. After all the documents were completed, we had them signed and distributed at different areas of the airport. First, to the guard at the departure area, next at the quarantine office, then at the immigration-arrival, and crew lane, then lastly to the business class counter. The documents to be distributed at AOD (Aircraft Operations Division) were to be done upon the arrival of the aircraft and this task was done by Sir Anthony together with Mark while I and Hsu assisted at the counter.
I was about to meet and assist arriving passenger who would be the temporary station manager of Jetstar International but Sir Jap got the task already so I just assisted Ma’am Jude who accompanied three UM (unaccompanied minors). I was tasked to be with them at the immigration while Ma’am Jude fetched their fathers. A group of Australians too with another unaccompanied minor went at the immigration office and it was then that I knew that unaccompanied minors who don’t have someone to fetch them were required to pay certain amount, as what I’ve heard from the officer. I butted in to their conversation to clear some details (because I thought we also have to accompany the UM) and inform them that I’m from QF also. But when Ma’am Jude came in, we already left the office, thinking that there wasn’t really a problem with the UM left at the immigration with his group.
11 JANUARY 2011 – TUESDAY
THIRTIETH DAY – 1300-2100
Same things happened as I was still assigned at Arrival. I and Hsu photocopied arrival documents and since Sir Anthony’s first post was at the counter, we just distributed the arrival documents ourselves. I was actually able to learn where to distribute and what to do exactly with the arrival documents because before the arrival agent was the only one to do the task and we’d just accompany them.
Sir Anthony was also able to explain to me the things to be done upon the arrival of the aircraft. Before, during arrivals, I was not familiar with the other arrival tasks because I have to MAAS (meet and assist) some arriving passengers. So, these were what I’ve learned and did.
Upon the arrival of the QF19 flight, we would go to the bridge between the gate and the aircraft. We would give the previously prepared arrival document to the Customs officer. Upon the opening of the aircraft door which is often done by Sir Larry, Sir Eric, or Ma’am Ai, the QF crew would give the red bag to us or whoever were the arrival agents. We would get arrival documents which would be given later to AOD. Then, we would proceed to the gate to have the final list of QF20 passengers. We would proceed to AOD to give some necessary documents. Then, we would photocopy some more documents, three copies to be given at the immigration-departure, and ten copies to be given at the aircraft. After all the necessary procedures were done, we could already go back to the gate to wait for pushback or go back to the office to wait to airborne.
Before the arrival of the aircraft and before I assisted in the arrival, I, Karen, and Ancla volunteered in looking for QF passengers. This was not really our task because I was assigned at the arrival, while the two of them were assigned at the gate. We roamed around and called for QF passengers at the Duty Free area and at the massage centers upstairs, and entered lounges to check QF passengers. Fortunately, we found some more passengers and when it was already “all accounted” (meaning all passengers have boarded the plane), we went back down to the gate. I just hope that next time, those who were really assigned to the immigration would do their task and not just look for any other task when they feel like doing so.
12 JANUARY 2011 – WEDNESDAY
THIRTY- FIRST DAY– 1000-1800
I woke up early in the morning but I accidentally fell asleep again and when I woke up, it was already 10 a.m. I was deciding whether I’d still go to the airport or not (because we’re really not required to report during non-flights) but I decided to go already because I still have some time to gain from my absences.
We didn’t do anything except for the boys who organized some things and went to and from the stockroom. We also watched the movie Ma’am Arah and Ma’am Jade were watching. After they played the video presentations made by previous batches of practicumers. After that, we left the airport at exactly 6 p.m.
13 JANUARY 2011 – THURSDAY
THIRTY- SECOND DAY– 1400-2200
It was my last day at the arrival. The arrival documents were already arranged by Mac so after the briefing, we distributed and had the arrival documents signed. After distributing the arrival documents, I helped at the BCO.
During the arrival, I was about to assist Sir Anthony as he received arrival documents from the crew at the aircraft but when we were already at the bridge/tarmac, Sir Eric (who opened the aircraft door) announced at once that arrival cards where needed, as lately advised by the crew. I ran back to the gate and Mike helped me distribute arrival cards to the passengers.
After all the passengers had left the aircraft, I assisted Sir Anthony in the completion of arrival documents. After that, we went back to the gate. After the pushback, Australian mango cream bars from the aircraft were given to us. It tasted delicious and we happily took a photo of ourselves eating them. J
15 JANUARY 2011 – SATURDAY
THIRTY-THIRD - 1300-2100
I was in a different post today. I was back to check-in counter where I assisted Sir Dustin. While I was at the counter, I was tasked by Sir Jap to MAAS (meet and assist) a woman with a baby. I found the woman unfriendly and just really used me as her helper in pushing her baby’s stroller. I accompanied her at the immigration and she even told the officer “katulong” (her head directed to my side) (not literally the housemaid but I was referred to as a helper who was with her to carry their things, well in fact she could actually do it by herself) which irritated me. I left them at the playhouse. I went back to the counter and continued assisting Sir Dustin. After, I and Earl went with Sir Josh and Mark at the immigration to look for QF passengers. Twenty minutes left and many QF passengers were still at the immigration. I was bothered because Sir Josh was not worried when it was already boarding time. I supposed he felt what’s on my mind when he told us we should start looking for QF passengers still on the long queue. He went to the officer and asked permission if we could prioritize QF passengers. Then, we called all QF passengers and I was surprised almost five groups came. Some passengers from other airlines (Cathay Pacific) called our attention if we could also prioritize them because their boarding time was also 1935 but it was later that I knew their boarding time was 1935 which was the time they should be at the gate and not the departure time. Our boarding time was 1850 and the departure time was 1935, so at that time of 1920, we were looking for QF passengers. I just explained to them that maybe CX agents would call them later.
We were running out of time and there were still passengers not yet boarded. We searched for them. I helped one family with their things and hurriedly lead another family to the gate where I was left running behind them while the four of them with a child were happily running as if they were in the show Amazing Race. Indeed, it was a tiring yet fun day, as well as irritating because those practicumers who were supposed to be at the check-in counter – immigration were not doing their task.
17 JANUARY 2011 – MONDAY
THIRTY-FOURTH DAY– 1200-2000
It was my second day at the counter with Sir Dustin. I helped him with bag tagging but when he fixed some matters regarding the passenger’s documents, I helped Ma’am Jade at the other counter.
We were at the immigration again after checking-in passengers. It was the same task of looking and calling all QF passengers. We had some sort of delay due to staff travel. This issue was brought up by Sir Larry the next day during the briefing.
18 JANUARY 2011 – TUESDAY
THIRTY- FIFTH DAY–1300-2100
During the briefing, Sir Larry reminded us of the issue yesterday regarding the delayed flight. He told us he didn’t want to have a delayed flight only for the reason of staff travel. He would accept if the delay would be due to commercial reasons or safety and security but for staff travel, it would be not acceptable. He also reminded the agents who would be assigned at the immigration to avoid staying on one side/area chatting only rather look for passengers at an early time even if it’s not yet boarding time. But what if the passenger complains that it isn’t boarding yet? According to Sir Larry, we must explain to the passenger that even if it’s not yet boarding time, it’s best to be at the gate earlier because they would be undergoing few more security checks.
After the briefing, I went to my post at the counter to assist Ma’am Jade again. Everybody was busy and I could see that all agents were already tired.
At the immigration with Sir Anthony, we started searching for QF passengers at the queue. We were annoyed at the security guards who didn’t allow us to enter and exit at the immigration even if we would still pass through body checks, similar to what was done to us before. Their new system is really a failure. They already know we are airline agents and practicumers and I know they are aware of our task of looking for passengers but they wouldn’t allow us. Their system is a crap.
I was also irritated with Sir Jj who gave me the radio just because he’s too lazy to carry it. Then, he made me look after the last staff passenger who was still at the queue. I entered and exited the immigration area and when he asked me where he was, as I looked back to the queue, I couldn’t see the passenger at first. The tone of Sir Jj’s voice was like blaming me why did I lost my eye on the passenger. I couldn’t answer properly because I was too tired that time and I knew that I must not be the only one looking after that passenger. We were six at that time.
Sometimes, I find it difficult to read the agents. Sometimes they’re very kind and funny but sometimes, they’re also irritating and one of them kept on commanding tasks that are somewhat beyond our job already. I and Keycelyn had a conversation about this during our way home via MRT. We were worried at the fact that we find difficulty in relating and interacting with some agents unlike our co-practicumer at whom the agents were very fond of. We felt that the agents value their relationship with us more than the way we do our jobs that was why we were worried at the time of evaluation. I always think about this all the time because as far as I’m concerned, I do my best to be a good team player, and more importantly, I focus on my job. However, despite my efforts on being a good practicumer in their eyes by being a good co-worker and accomplishing tasks successfully, it seemed that not all people would really get the chance to spend time see what’s beyond the actions shown by each one of us every day. Not all people would get to appreciate us and people would always find people of whom they would feel comfort. Maybe my personality’s very different from them. All I’ve got to do now is to focus on my job though and not be affected by what I feel with my co-workers.
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