Sachina Pradhan

Airport Services Officer

Emirates airline

09.2012 - 05.2025

Plan and organize for smooth handling of all aspects related to passengers which includes critical arrivals and departure.
Proactively anticipate potential disruptions and plan the handling accordingly to uphold operational efficiency.
Monitor, direct, and manage passenger handling activities during the shifts.
Evaluate and address challenging scenarios such as denied boarding, downgrading of aircraft, change of aircraft, flight delay, passenger offloads, critical arrival etc., to provide support to supervisors and provide summarized updates to airport services support controller and passenger services duty manager.
Liaise with external and internal department (such as RTC, Dubai Airport Officers, EK Security, Emirates Flight Catering, Baggage Services), for effective handling of the demanding situation such as denied boarding, downgrading of aircraft, flight delay, critical arrivals, aircraft changes and cancellation to minimize the impact on the service delivery.
Oversee First and Business class lounge operations to ensure premium service and customer satisfaction.
Co-ordinate with the lounge SAS, Premium team, EKFC team & Housekeeping team for smooth and seamless handling of the VVIP/VIP/IO & Confidential movements ensuring all the required protocols are followed.
Ensure that VVIP and dining areas are properly arranged and reserved.
Monitor that the handling of special services in the lounges, such as unaccompanied minors, YP and passengers with reduced mobility (PRM) are done with care and attention.
Monitor EKFC and Housekeeping staff to ensure lounge service standards are consistently upheld.
Conduct audits and inspections on the service standards and lounge facilities to ensure compliance to the Emirates’ set standards.
Conduct grooming audits and EKAS service values audits to ensure team adherence to emirates’ set standards.
Monitor the team performance and provide feedback during the debriefing sessions.
Manage and resolve customer complaints with a focus on empathy, professionalism, and quick resolution and retain goodwill of the customer.
Gather customer feedback, analyze it, and recommend suggestions for service improvements.
Support, coach, and motivate all the team members to build morale and deliver superior performance.

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