I never want to make even the slightest mistake, since I have a tendency to get more involved with a traveler's problem than the average white hatter. I take my volunteer position seriously and get upset if I give a person the wrong advice. It is much more difficult for me to shrug off what was not right, since I aim to be the one they can count on. No one is perfect and mistakes can happen, but I still feel bad about the wayward advice I gave an American as I helped cause this person to miss her flight. I keep telling myself to let it go, but I keep coming back to it. Maybe my writing about it here in this log will help me move on.
A medical doctor or a nurse can get upset if things do not go right for their patient care. This is because they "care" themselves and therefore one good reason why they should remain in the occupation. I can honestly say I care for my clients and will usually show it, or at least they will sense that I do. Your reward is their smile, positive vibes, and their thank you. Airline staff are far from perfect themselves and travelers will come to me so I can fix what was said by an airline agent. There are thousands of travelers getting through the airport process successfully every day and onto their flights. But there is often one or two stragglers left behind with upset expressions on their face as they did not quite make it.
For my mistake, I realize there were many factors at play here, a calamity of errors from Westjet, the traveler, application design, and process for customer service. I got into trouble after the fact, as I was drawn into a conversation with a Westjet supervisor when reviewing what happened.
I was walking around an abnormally long lineup for priority service. What can happen is some travelers mistakenly go into this line when they do not qualify for this type of service. Therefore, I often greet them and ask a question or two to make sure they are in the right line up. I also give them assurance that Westjet will bring over another agent soon if need be to help, since they want to give the type of service expected for what was paid for. Despite this, there have been times when it actually would be quicker for a traveler to go to regular check-in assistance if a lot of agents there had been processing travelers and they were successful in getting caught up with their line.
A lady came over from the end of the priority line having booked through Delta showing me her Delta boarding pass, but this was not going to work since Westjet was operating the flight. She was less than two hours before departure and she asked which line should she be in, regular or priority. I glanced at the boarding pass and could tell that the first leg of her flight was to Atlanta and operated by Westjet. I asked if she had checked in online with Westjet and she said she tried, but was unsuccessful. As she did not have a premium seat booked, I told her to go to the gate for regular check in, but to make sure she talked to the Westjet agent there since time was of the essence and he will give her further direction. There was a relatively long lineup for regular check in assistance.
I am aware that if you have “silver status” with Westjet, you are allowed to get priority service to check in. I know this based on experience because I have such status, having booked enough travel for the year. The color of a Westjet boarding pass will be silver and therefore easy to direct a traveler to the right line. I found out later this lady had silver status with Delta, but the color of her boarding pass was the same as for regular. Delta customers with silver status can use Westjet’s priority service when they are operating the flight. I did not see the word “Silver” on her Delta boarding pass.
After getting confirmed by Westjet she should stand in the regular line for check in assistance, the line took too long; therefore, she was too late for her flight! She went up to a Westjet supervisor and after discussion, the supervisor noticed the traveler had silver status and so asked her why she did not go into priority service. She blamed me, the white hatter for having pulled her out of line and moved over to regular.
This Westjet supervisor took it upon herself to review in detail what happened to make sure it does not happen again. The traveler was ticked, especially with me, but remained calm and professional because she knew that ranting and raving was not going to help. As my main responsibility is wayward finding, there is definitely blame on me, but there was plenty of other problems that caused this mishap:
1. The lady did not come to the airport three hours before departure as per airline policy, but less than two hours. If she had come earlier, a Westjet agent could have checked her in before the deadline. Coming three hours before gives extra time to complete the check in when things do not go right and there is an abnormally long lineup.
2. Delta and Westjet applications are not that compatible making it more difficult for the traveler to check in without assistance. It can be done normally, but the application is not that friendly. It should be a smooth process for a Delta customer to check in for a flight with Westjet.
3. The Westjet agent at the gate of the regular lineup mistakenly said she needed to be in the regular check in line. I had told her he would confirm one way or the other, but I made sure she told him that she was late.
4. The lady did not know that silver status meant she could go into the Westjet priority line.
5. She had looked at the sign by the priority counter showing who was eligible, but the “Delta silver” status eligibility showed on the other side of the sign, not the side that she read.
6. Delta failed to educate her of the need to check in with Westjet since they were operating the flight, to emphasize coming three hours before departure and that silver status allows them to use Westjet priority service.
7. If Westjet was more on top of their game, they would not have allowed the lineup for priority service to get so long and she would have asked an agent at the counter instead of me.
Nothing more came out of my interaction with the Westjet supervisor other than to never pull anyone from the priority service line. At the time, my counter for the number of travelers I helped would have been over 100 and 99 times I was correct. What I learned to do from this experience is emphasize more that it is “my understanding” when it comes to airline procedures, to encourage the traveler to confirm with the airline, and I need to more closely inspect Delta’s boarding pass to make sure it does not show silver status. If a premium seat had been booked, the traveler would more than likely have known to go to Westjet priority service, since they are more used to being pampered.
I received a personal thank you card over Christmas from certain YYC staff who are directly or indirectly responsible for the white hat movement. In this card, they warmly thanked me in writing for the care I give the passengers. I will be okay.
Close Call
A fellow had booked through Delta, but the flight to Atlanta was operated by Westjet. I found him fumbling around at a Delta kiosk trying to check a bag and getting nowhere. He had not checked in with Westjet. I escorted him over to check in assistance. It was 8:20 AM and his flight to Atlanta was leaving at 9:55. This meant he needed to get his boarding pass and have his bag on the belt by 8:40. Due to the long lineup it was touch and go whether he would get to the counter in time to catch his flight.
I told him he is at risk of missing his flight. If he wants success, he needs to go online using his cell and complete the check in process while standing in line. I showed him the QR code on the sign that he could scan with his cell to get him started on the right website. If he successfully checks in, he can pull himself out of line and go to the kiosk to print off a bag tag. This will be quicker than standing in line. I warned him that it takes a bit of time to check in, lots of red tape, and he really needs to focus to do it right. He will have nothing better to do since he will be standing in line. If by chance he fails to complete the check-in process, he still is in line as a backup plan.
After ten minutes and almost halfway through the line, he was successful in completing the check in and just needed his boarding pass. A Westjet agent at the booth instructed him to go to a kiosk to print off his boarding pass or see the agent at the bag drop counter, and that his duffle bag could be carried onto the plane since it was small and soft enough. As the line to bag drop was almost non existent, I escorted him over so he could catch the flight to Atlanta. He got his boarding pass with two minutes before cutoff. He was most appreciative of the coaching provided by Westjet and myself. Next time, he should check in online at home and come to the airport earlier.
Cancelled Flight
Cancelled flight to Las Vegas by Westjet due to mechanical failure could not have happened at a worst time. People were hanging around the airport to find another way to get there. A lot were going for business as there was a trade show happening. One poor fellow said if he cannot get to Las Vegas, he will lose over one million dollars in revenue! As for options American Airlines was not flying anywhere today, United and Delta to anywhere were sold out. Alaska to Seattle was not until 7 pm. Westjet was trying to find another plane but were unsuccessful; therefore, Westjet booked most customers on a flight tomorrow. But most needed to get to Vegas today!
Only option was Flair flying out at 4:35, as Westjet's flight at that time was sold out. Some people managed to get on that Flair flight via online or by phone, despite Flair having some administrative problems, as people could not book online initially due to an error message and their toll-free number was ringing busy. Some who managed to get through said the flight was full. Yet twenty minutes later, some travelers got a seat either by phone or online! Go figure! Although the travelers were ticked, some venting to me, I was always their buddy and I am sure I managed to get some on that Flair flight by giving them a heads up. I told travelers that there was absolutely no way that Westjet would want to cancel such an important flight, yet they had to.
Delta to Amsterdam?
A group of three booked Delta to Amsterdam through Montreal on their way to India and were in the International 70 minutes before departure. Westjet's policy is apparently 45 minutes for a domestic flight for luggage to be on the belt, so I was told, when previously, they said 60. Sometimes the rules can change without notice, or it maybe based on the agent you are talking to! The lineup in the International was quite short and I had no idea what the lineup was like in Domestic. They were too late for an international flight, but they were not for a domestic flight, yet.
I took them to Westjet International to make sure they got their luggage on the belt in time. I think they made it, as I made sure the agent at the brown booth knew their status. I have no idea why this group booked using Delta. Why would they book through Delta when they are not based out of Calgary? If they only thought, they would have concluded even if it was theoretically possible, that it was highly unlikely that a US plane would fly from a Canadian city to Amsterdam, as they have their base in the US. They also had no idea they were flying KLM from Montreal.
From Russia with Love
She had the straightest long light hair to go with her rather long slender body. Her clothes were woolly for the cold with a big toque on her head and wearing furry muk luks to keep her feet warm. She was tall! She was hobbling quite bad and slightly bent over. She had little in the way of belongings with only a frugal hand bag in her possession. Her legs encased in woolly spandex tights looked young and healthy, but stiff, with one foot slightly off to the side. Her hip had been smashed! This was quite obvious. Was she Ukrainian and a war victim? Greeting her, she said she was Russian and heading home through Toronto. Russian?! How did she get here? Russia let her leave the country? Doesn’t she know there is a war going on between Russia and well, all of western society?
Wait a minute! Just because she is Russian, is the average citizen of that country any different from that of the USA, especially now that Trump is in power? Not much! But we do not see many come through, as there is limited options getting from Russia to Canada and back, probably through Türkiye, Hungary, or Slovakia. I checked with my buddies later and there is no flight from London Heathrow to Moscow and definitely not from Toronto. She is actually the second young Russian lady on her own I have seen at the airport since September and they could have more freedom than the average young man. Too bad she could only speak broken English and she had to get her boarding pass right away, as I had questions.
The average “young” citizen of Russia will be similar to an American unless either is not educated or brainwashed with misinformation. It is fairly safe to say that most young citizens traveling through our airport will be peaceful and not negative, or aggressive. They could be formal, reserved and cautious when from Eastern Europe, but they still represent hope for our future. This one could have been my daughter for her polite, warm, loving mannerism, and her soft, humble, meek qualities. For they say it is the meek who shall inherit the Earth, eh Putin and Trump. The question in my mind watching her go is whether her home country will take care of her hip and give her a chance at life, as she otherwise will only degrade with age and perhaps succumb to having life in a wheel chair.
I saw her next slowly making her way to A Security, still struggling with her walk. I chose to catch up and check back in with her to make sure she was good. Her boarding pass said Gate C55. She understood when I explained she was going in the wrong direction, she should go through B Security, and then take the “treadmill” over to C, so she does not have to walk as far. She was grateful for my help and seemed to know something about our airport like she had been here before, or she was drilled with information from her friends. I wonder how she liked me as a Canadian? I doubt they have white hatters at the Sheremetyevo - A.S. Pushkin international airport, only the army and the KGB. I would be surprised if a Canadian without any Russian heritage or connections would visit Russia.
American Ski Buffs
Two young fellows who had booked through a travel agent came up to me and said they were flying to the US through "Ri-gi-na" with accent on the "Ri". Ri-gi-na? It sounded a bit like Virginia and then I thought of Atlanta as a lot of Americans fly to Atlanta in order to get to Virginia. But no, they were flying to Ri-gi-na.
“Are you flying Westjet?”
“Yes”
“When does your flight leave?”
“8:40 AM.”
I looked on my cell for YYC Departures and found out there was a flight to "Regina", which was domestic.
“Oh! You are flying to ‘Re-gi-na!’”
“Oh, that’s how you pronounce it!”
“Yeah, that’s a domestic flight and you are in the International!”
They had been directed by Westjet Domestic to come to the International because they said they were going to the US through Ri-gi-na. But they pronounced it wrong. It was already 7:30 AM. I quickly took them to International Check In assistance because they were not checked in, although they were trying to, but Westjet had to send them back to Domestic as they had an oversized bag (skis). They may not have made it back in time, but at least they knew how to pronounce Regina now. Typical Americans as they do not teach them anything about Canada when in school. So sad.
They should also have checked in online before coming to the airport. Then they would have had at least their boarding pass and know the gate they were to leave from. They would have been in Domestic and could have scanned their boarding pass at a kiosk to get their bag tags. They might have been able to fly to Regina with no help and without knowing how to pronounce the name.
Priority for Nothing or Something
Two determined, arrogant young ladies in sweats came in with their well used ski bags. After greeting them, they were polite but had that look of perhaps being upper class and they were not needing me as I was friendly, but old, and they knew what they were doing (so they thought). I asked them anyways where they were heading and they said Salt Lake City at 8:00 AM, and that they were Delta priority. I looked at my watch: 7:00 AM but there was still someone at the Delta counter and so perhaps the plane was late. I pointed them over to the Delta counter and they dropped by instead at a kiosk along the way to get bag tags. I went over to the Delta agent right away to see if he was still open and he was not. I pointed out the two ladies and he came over with me to tell them too bad, so sad, but they missed their flight. They were rather ticked and that "no" was not an acceptable answer for someone with priority status and surely Delta could get them on the flight as it was still one hour before departure, and saying again they were priority, and they needed to be on that plane. But priority does not help when they arrive exactly one hour before departure. Priority status only helps if you arrive earlier before cutoff. I sensed negative vibrations and chose to leave. They probably got on the next flight leaving at 12:40.
Another fellow booked through Delta heading to New York, via Westjet, then Boston. He arrived at 8:25 AM with his ski bag for his flight leaving at 9:55. He was more humble, friendly and naive. He had not checked in, whereas the two ladies had. He was heading to regular check in assistance when I gave him a heads up that he only had 15 minutes to get his luggage on the belt and he should inform the agent at the booth, because he will miss the cutoff. Westjet scrambled to help him when they normally do not as they found out he had booked premium seating, but priority check in was lined up. He did not know anything about priority status. An agent worked with him to get his boarding pass and bag tags just in time. The traveler thanked me heartily for my direction, because otherwise, he would have missed his flight. Apparently, some airlines do not offer priority check in (?) Delta may not in the US.
Comedy Corner
What is important when being naughty with a joke is to “know your audience”. You want to make sure they will laugh along and not take the joke the wrong way. I have to do some backtracking and get serious quickly and provide a service if I sense the they did not laugh that heartily.
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“We like to confuse our travelers as it acts as a source of entertainment.”
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“Excuse me, can you tell me where Alaska is.”
“Yes, of course, it is right next to the Yukon Territory.”
“No, I meant Alaska Airlines.”
“Alaska Airlines for your flight to Seattle at 11:29 AM will be at pillar 12 at 8:30 AM. It is only 8:15 and as you are at pillar 10 walk very slowly and they will be there upon arrival.”
” Thank you! How did you know I was flying to Seattle?! Wow, you are full of detailed information, incredible, and completely right! I am really impressed! How did you get to be so knowledgeable?”
“Well, actually I am a robot powered by AI.”
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A child is riding on top of a luggage cart looking up at me and getting wheeled over to Westjet check in assistance.
“Well, hello there! You will not be able to go with the luggage on the plane, sorry. It would not be that comfortable anyways. You will have to take a seat where your parents will be. “
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A child was sitting on a weigh scale waiting for the parents to get their boarding passes. He looked guilty or unsure of himself for sitting there as I came over.
“Hello! Hmmmm, I see that you are too heavy to go with the luggage. Therefore, you will have to take a seat and be with your parents for the flight. If you went with the luggage, we would have to put you in a kennel and be with the dogs.”
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“Howdy cowboy! Where’s your horse?”
“Oh, I left him outside munching on some hay. The airport does not want him inside as he could make a mess and people might step in it and spread it around a bit. He will be fine.”
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“Can I help you?”
“Yes, we have been looking for Lufthansa? We cannot find them anywhere.”
“Lufthansa does not fly from this airport. “Where are you flying to?”
“Frankfurt.”
“Your flight at 1:15 PM is operated by Discover Airlines. They are related to Lufthansa. They will be on the other side of pillar 14 in the far corner of the airport. You are at pillar 3. They really do not want your business, as they are hiding from you, getting as far away as possible, and kind of dark over there with no signs. I am kidding of course; they are a very good airline. What they really want you to do though is get in as much walking before the flight as you can, so you will not be restless enroute. Actually, they have not set up shop yet as you are too early.”
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A hockey party buff was putting a duffle bag through a new MRI scanner in the Domestic terminal since it was oversized.
“You know, make sure you do not go through that scanner yourself as your voice will be squeaky when you come out.”
“Really? What else will it do?”
“It takes out any alcohol you have in your blood stream. Just zaps it out, completely gone.”
“I guess I will just have to drink more beer then once I am through security. I was planning to do that regardless”
“That should bring it back. Have a good flight.”
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A young girl and boy watch in amazement as an oversized bag works its way in tight quarters through the MRI scanner.
“You know, make sure you do not go through that scanner yourself, as you will turn into a toad.”
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“I am looking for United Airlines?”
“Are you flying to Chicago at 12:30 PM?”
“Yes.”
“United will be at pillar 5 at 9:30 AM, which is about a half hour from now. They like to sleep in and not get here too early. They were partying with the pilots last night and they all have a bit of a hangover. Make sure the pilots fly in a straight line once on your trip. I am very much kidding of course as I have a lot of respect for United. They dealt with an earlier flight already this morning and then they go away for a break until three hours before their next departure. You are too early and will have to wait.”
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“Yes, agreed, the signage at the airport could be better, but we would get quite bored with nothing to do.”
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Five elderly ladies coming into the airport out for a good time.
“Oh, oh, here comes trouble. Flying to Las Vegas., I bet”
“Ha, ha, no, to Nashville.”
“Who will keep you in line?”
“Oh, we will be fine. We are all checked in and have our boarding pass and everything, just have carry on.”
“All US flights go through E Security. Just check the screen once through the duty-free shop in case your gate has changed.”
“Thanks for your help. So nice to have you here. Actually, it did change already, as we were notified.”
“You ladies know what you are doing! Have a good flight… and behave yourself!”
“Hopefully not!”
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A couple came into the airport wearing shorts and a straw hat. Now the following may not sound that funny in writing, but when you come to the airport a bit stressed and worried, they laugh with this which relieves tension and anxiety:
“I bet you are going to Mexico!”
“You got that right. Do we need to stand in that long line up for anyting?”
“Are you checked in?”
“Yes.”
“Good for you! Do you have your boarding passes on your cell phones?”
“Yes.”
“Awesome! You have only carry on luggage, I see.”
“Yes.”
“Now then, do you have your passports and have you checked to see if they have expired yet?”
“Yes, and they are fine.”
“Congratulations!!! You are good to go straight to your gate! All Mexico flights leave from D Security over there. Check the screen once through the duty-free shop to see if your gate has changed. They like to change the gate once in awhile to mess with your mind.”
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A family of four with two bright eyed kids were struggling to get their bag tags properly attached to their luggage. With no agent to assist, I made sure I had their attention when I slowly showed them the right way to install and what receipt to keep from the tag. Then I told the kids: “Now your mom and dad will just forget how to do it next time and so you will have to remind them!”
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Parents thank me for this: “Now then kids, your parents like to wonder off when on vacation, and so just keep an eye on them to make sure they do not get lost!”
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Most people flying to India go with Air Canada through Toronto or another Canadian city. They always think they have to check in with Air Canada in the International since the end result is international, but the first leg is domestic and they are not going through customs when they land. I always say to them: “You need to check in with Air Canada Domestic and drop your luggage off there. Your luggage should show on its tag that its final destination is India. and then you will not have to worry about it. You do not want to drop your luggage off in the International, as you want it to go with you to Toronto, and not to Chicago.” This would trigger a laugh with understanding. On other days, when I said Tokyo instead of Chicago, they would not laugh. I have not figured out why they laugh when I say Chicago and not Tokyo.
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If waiting for the airline to show up, I let them know when they are to arrive at the counter, and then I say:” You will just have to visit while waiting, but make sure you do not talk politics”.
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Driving in one morning, everything seemed so peaceful, calm, and quiet, so relaxing and I was looking forward to my shift. Why was it so quiet and serene?... Oh for… I forgot my hearing aids!
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“As the popular thing to do these days is to let the world know what your pronoun is, I have decided that mine will be ‘whatever.’”
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Shooting the breeze with this little tomboy so nonchalant with a baseball cap on in Domestic, who saw me standing by a solid metal pole with a statue on top that leans to the east a little:
“I have to quit leaning on this pole as it may fall over one day! I will have to start leaning against it the other way to straighten it out!”
She smiles being entertained: “Say, I got hit by a hockey puck when I was at a hockey game yesterday!”
“Oh no! Really? Where?”
She raises her cap and shows me a big bruise on her upper forehead. This was the highlight of her visit to our city, but was not at the time, as it hurt! She was lucky that the puck did not hit her forehead a couple of inches lower as it would have been a lot more serious and damaging, leading to concussion protocol, if not worse. She was overwhelmed with treats from the arena staff for the rest of the game. Now this finding out was not that funny!
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A middle-aged man said he did everything through his cell, including getting checked in for his flight yesterday and he had his boarding pass on his phone. Then he “fried” his cell by dropping it when ice fishing. I never heard that one before! He had identification and so I sent him to check in assistance.
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A policeman was bicycling along the airport's departures corridor, coming back from a mission after dealing with a matter, when I chose to flag him down and pull him over.
" Sir, just a word of caution not to speed along this corridor. If I ever catch you going too fast along here again, I will have to write you up a speeding ticket!"
" For sure! This makes sense and only seems fair!"
I should actually do that sometime just for the fun of it! What an opportunity to dish it out back at them, not that I have ever been given a ticket or anything, really!
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