Suchal Chandran

Central point of contact for frontline service delivery teams from EKAS and dnata through planning, monitoring, and controlling flight activities to optimise revenue and improve operational efficiency in compliance with all security requirements. Provides quality service to Emirates and all Code Share partners and maximise customer and baggage connections and ensure the EK hub operation is optimised in line with daily operational challenges.

• Planning
  - Create and communicate the action plan for customer and baggage connections to all the frontline teams of what the operational decisions are and plan resources accordingly. Moreover, the customers that are planned to misconnect are rebooked so that front line teams can manage the customer experience and disruption.
  
  - Ensure that the frontline teams are aware of dynamic changes to the arrival product that may impact connections and transfer desk flows so that the frontline teams are able to adapt with minimal impact on their resource allocation.
  
  - Identify potential deviations to the Precision Timing Schedule (PTS) that may affect the wider aircraft parking plan and/or slot adherence and escalates with Stand Planning teams and Hub Control Duty Manager so that the EK aircraft departure flow rate is protected.
  
• Connection Management
  - Provide key support to Gate Supervisors, Dispatchers and Transfer Desk to ensure maximum connectivity while complying with company On Time Performance (OTP) targets. The job holder is responsible for identifying issues that could affect customer connection so that appropriate stand planning decisions can be taken.
  
  - Maintain an active watch on anticipated deviations to schedule of arrival and departures to revise the Action Plan as required to ensure that the most up to date plan is published and adhered to in a changing operational environment. Additionally, also review the designated arrival flights to establish if any deviation to the schedule will have an impact on the operational aircraft parking plan and initiate communication with the Stand planning team in order to review the impact and agree on appropriate changes.
  
  - Monitor and action issues from NCC-Res change, mailboxes (DXBKWEK) and handle offloading based on reservation changes so that flights are appropriately handled. Ensure that the Network Control Centre team (Hub Control Duty Manager and Manager Operations Control etc.) are updated with any issues that may have an impact on the operation in order that appropriate operational and commercial decisions can be take.
  
  -Control arrival flight process through use of systems and communication with the frontline and identify any potential deviations to the Precision Timing Schedule (PTS) so that the arrival, connection and ultimately departure product is maintained.
  
• Departure Co-ordination
  - Watch all departure activities to ensure that support is given to the frontline teams so that the Precision Timing Schedule (PTS) is maintained in order to achieve a safe on time departure. Also, co-ordinate with the transfer desk teams to assess the connection flow of customers and assess the likely impact so that escalation and decisions can be taken in Network Control Centre (NCC).
  
  - Support the Ground Dispatcher by undertaking responsibility to contact and deal with issues such as but not limited to, Group Security, Police, PRO and Medical issues so that the front line teams are able to focus on the departure activities of the flight. Ensure any escalation that is required within NCC to support the Dispatch role at the aircraft side is done in order to minimise or avoid delays or safety and security issues.
  
  - Raise & co-ordinate any issues that will affect the arrival station via the MAS NCC to ensure a seamless flow of information to protect the customer experience. Additionally ensure that all Estimated Departure (E.D.) messages are dispatched to enable the EK, dnata and Airport operations to make appropriate decisions around the dynamic airport traffic flow.
  
  - Communicate all relevant departure messages including movement and ADI so that downline stations and systems are maintained with accurate and legal document requirements.
  

Passenger Management Unit

PMU Arrivals Coordinator:

• Receive a briefing from the outgoing Arrival Coordinator ensure to get details of any pending cases.
• Check Apollo and note down all the delayed arrival flights, with short connections.
• Cross check the list of delayed arrival flights with the flights included in the released action plans.
• Alert the PMU Supervisor if there is any critical flight with no action plans.
• Utilize all available tools to ensure optimum monitoring of arrival flights.
• Ensure to keep the transfer desk and PMU supervisors updated on arrival flight movement and when new action plans are released.
• Alert the PMU Supervisor on possible changes to the action plan, based on the updated ETA of flights.
• Ensure that last minute misconnections are offloaded on the system.
• Monitor all critical connections on departure flights.
• Keep a tally of the total number of misconnected transfer passengers.
• Monitor NTCI advises from outstation.
• Accept calls from OAL representatives for OAL to EK connections.
• Ensure to send the Arrivals Report to the PMU Supervisor at least 30 minutes before end-shift.
• Ensure a proper handover is given to the incoming shift.

PMU Departures Coordinator:

• Receive a briefing from the outgoing Departure Coordinator; ensure to get details of any pending cases.
• In case of any departure delays, check on the reason for the delay and highlight the same to the PMU SAS.
• Liaise with the PMU Arrival Coordinator for short connections.
• Update the Concourse Team on any departure bay or gate changes.
• Monitor system boarding timings as per the engagement standards.
• Keep track of departure flight activities. Highlight any unusual activity to the PMU SAS and/or PMU MAS.
• Coordinate with the staff at Mohaqiq for any local passengers crossing immigration by D-45.
• Coordinate with concerned areas if any 'specials' are missing at D-30.
• Regularly update the Boarding Coordinator on number of missing passengers from D-30 onwards.
• Immediately advise the PMU SAS and/or PMU MAS for any creeping delays going beyond D+30.
• Monitor all departure flights with delays on EK Airport Services: i.e. PBO, PHM and PBR.
• Ensure to keep a brief record of any departure flights with major challenges. Highlight the details to the PMU Supervisor, including any actions proposed/taken.
• Ensure a proper handover is given to the incoming shift.

Distruption Control Centre

Terminal Control Centre

• Provide customers both external and internal with the best services.
• To cheerfully greet every customer with a SMILE.
• To ensure not to receive any complaints from Emirates customers about the quality of services.
• To maintain Emirates professional image by adhering to all applicable corporate grooming guidelines.
• To deal professionally to all Emirates staff.

• Adhere to all SOP with regards to travel, immigration and safety regulations.
• Satisfy passengers and operational requirements arising during each duty period and to ensure that the ground handling service proceeds smoothly and the passengers’ expectations are met or exceeded.
• Deal with problems arising such as delays, disruptions, excess baggage or denied boarding including implementation of the options scheme within the guidelines provided by the Airport Services Manager.
• Ascertain the handling requirement of the various categories of passengers (e.g.unaccompanied minors, wheelchairs, elderly and incapacitated etc.) then ensures that appropriate special services and facilities and provided to meet the special service requirements of the customers.
• Provide cover for role above when operational requirements demand.
• Identify and meet the standard and special service requirements of the passengers at check in, transfer desk, special services and boarding gates.

CHECK-IN

• Provide a proactive service to passengers prior to check in, such as managing queues, removing old baggage tags, handling denied boarding passengers, staff passengers, helping families, identifying those with special needs and code share passengers, so that they are handled efficiently.

BOARDING GATES

• Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on-time departure of EK flights.

TRANSFER DESK

• Deliver an efficient service at the transfer desks for arriving EK passengers who are connecting to another EK/OAL flights by verifying that their baggage details are recorded in MACS prior to checking in passenger and issuing boarding cards and meal voucher where appropriate so that the transfer passengers are processed accurately and expeditiously.

DISRUPTION TEAM

• Carrying out all admin related tasks like sending delay messages from passengers to their family due misconnections, delays and cancellations. Taking care of ‘ok to board’ messages and coordinating with -out stations. Making shift report at the end of each shift. Regular updating the team leaders and supervisors about arrival status of critical flights.