Dispatch and Customer Services

[bathing510]

I have been asked about how can a dispatcher provide customer services to passengers. Honestly, I rarely have any direct contact with passengers. What would you have answered?

Any input will be greatly appreciated. Thanks

 

[homerjdispatch]

Lots of ways.... (think outside the box)

You can plan a flight right though mod turb, or you can route around it, or over or under it.

You can plan a flight at a faster speed if the line is running late, and get the pax to there destination closer to ontime.

Your whole flightplan is a way of providing customer service.

Maybe swapping a plane with a broken APU, or AC pack.....

 

[Publishers]

This depends on how you do things and what kind of company. Our flight coordinators basically do everything from quote to putting the trip packages together but one of the most important jobs is if the customer is leaving from our base, they meet and take the passengers to the aircraft.
It is also part of the deal to find out what the passegers liked or did not like and see to it next time that what they wanted is taken care of and that the crew knows what they did not like.

 

[bathing510]

Thank you for the input. I guess I can answer that way next time.

 

[smellthejeta]

Lots of ways.... (think outside the box)

You can plan a flight right though mod turb, or you can route around it, or over or under it.

You can plan a flight at a faster speed if the line is running late, and get the pax to there destination closer to ontime.

Your whole flightplan is a way of providing customer service.

Maybe swapping a plane with a broken APU, or AC pack.....

In a 121 environment, timely and accurate departure information during delays is paramount. When I worked in the station ops center for UAX, we had control of ETD's for station controllable delays such as bags, gate assignments, or whatever. But you guys have to deal with wx and mx swaps, and the sooner you can communicate that, the better everybody can prepare.

Also in the 121 environment, if a flight has to divert, proper planning and ground prep is crucial for the customer experience.

 

[bathing510]

Thank you, that is very good information. Basically everything has to be well-prepared, plan ahead, always update the personnels and good communications, right?

 

[fracsdispatcher]

Give the crews what they need. Keep a positive attitude with the crews, and it is this attitude that is what is relayed to the passengers who meet the crews.