Executive, Preflight

**Department Areas of Responsibilities**:
**The Pre-Flight division under Customer Happiness functions is similar as customer support functions but it involves bookings or passengers who are affected with pre departure flight disruption events.**

**The team are responsible in providing the passengers with real-time updates on cancellations and delays in their flights schedule and to assist the passengers to rebook or offer other service recovery on their tickets.**

**The team also manage, oversee, and take part in proposing the passenger movement plan, by engaging with Network and Scheduling team for preplan flight disruptions planning (above 48hours); OCC and Ground Operations for Day of Ops disruptions (within 48hours).**

**Main Areas of Focus**
- ** Flight disruptions management - Responsible in providing real time updates to passengers on flight cancellations and delays in the flight schedules (Preplan and Day of Ops disruptions).**
- ** Aircraft equipment change - Being able to support the OCC and Ground Ops on day of Ops aircraft type change (swap) in the event of AOGs, minimizing delays etc. (Day of Ops).**
- ** Outbound call service - Responsible in providing the voice call out to the affected passengers, providing the latest updates on the flight schedules, and help in moving the flights (including connecting flights).**
- ** Inbound call service (internal only) - Responsible in taking the urgent call requests from the stations, OCC, group desk, RRC on IROPs, passenger movement related matters.**
- ** Load factor analysis - To provide flight cancellation recommendations to the Management / Network team and OCC for flights departing within 48 hours (to reduce revenue loss).**

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