I have found out today that EKAS management has retrieved “old” check in and boarding computer system at airport services. That system is called “GUI”. New system, which was implemented a few months ago and which is withdrawn today is called “ABC” system.
Since management finally noticed that customer service is bad and that there are huge queues of passengers waiting to be checked in, they decided to do something about it. The first step was previously mentioned customer service training “Together for take off” where we were taught to smile better than customer service agents in Etihad and we got chocolate cubicles as gifts from DVP Anoma Manuel to do that. All the attempts of present agents to explain the trainers that it is useless to force a sick child to be healthy instead of curing them, remained futile. Our trainers insisted that we don’t know how to smile and that we have to find “an inner motivation and happiness” or to “find a better opportunity outside the company”.
The second step was to implement new check in and boarding system which will shorten the time of dealing with customers, allowing agents to communicate more with them. Basically, this was not a bad idea, if we exclude the fact that GUI was already efficient and fast enough. So, management introduced the new system by inviting groups of people for a short training, where even trainers didn’t have answers for all questions regarding the new system. During this “test period” numerous problems occurred: system was failing in many steps of check in and it didn’t have some key features for check in process. Supervisors and duty officers reported all the problems to the EKAS management, which remained deaf for all staff complaints.
Eventually, GUI was cancelled and new system was implemented for all (except denied boarding staff). Forcefully. DVP Anoma Manuel and her team of managers threaten agents with warnings if they don’t use the new system. New system was not finished, so mistakes in check in process made due to this fact were attributed to agents, who were punished for them.
Duty officers continued to send negative reports on “ABC” but management didn’t want to admit the fact that their project is not implemented in a skillful way and that a huge amount of money is spent on something that slows down the process of check in, when the whole point was to accelerate it.
While this whole circus was going on, all the agents wondered why the money spent on developing and implementing a new system was not used for raising staff salaries and motivation instead?
It took more than three months for EKAS management to see what check in agents saw immediately: new system was waste of everyone’s time and money.
This is another proof that EKAS management with Anoma Manuel on top (now DVP outstations) has no contact with airport’s reality and that many managers have no clue how to deal with the operation and customer service.