Working as a check-in agent on BHP duty at Aviapartner means much more than simply issuing boarding passes. Every day, I welcome passengers, verify travel documents, check baggage, and ensure that boarding operations run smoothly at the gate. The role requires accuracy, teamwork, adaptability, and excellent communication skills, especially in a fast-paced airport environment.
One of the most valuable experiences in my career has been completing the Air Canada training program and obtaining the certification to work with the airline’s dedicated check-in and boarding system. The training covered every step of the passenger journey: document verification, baggage acceptance, seat allocation, special service requests, boarding procedures, and operational protocols specific to Air Canada. It also emphasized customer service standards and the importance of making quick and accurate decisions while respecting security and airline regulations.
Thanks to this certification, I became more versatile and capable of supporting different operations whenever additional staff are needed. Being qualified on another airline gives both the company and my colleagues greater flexibility, especially during busy periods or unexpected disruptions.
Recently, we experienced a particularly challenging operational day. Several ground employees decided not to work because of low pay, and there was uncertainty about possible disruptions among flight control staff. As a result, check-in agents had to take on additional responsibilities, assisting with passenger management, boarding procedures, and solving operational issues while maintaining departure schedules.
The situation became even more demanding when several flights were cancelled, including a Royal Jordanian flight. Many passengers spoke only Arabic and were understandably worried about their journey. Being able to communicate fluently in Arabic, French, Berber, English, and Dutch allowed me to explain the situation directly, answer questions immediately, and reassure passengers without relying on translation applications. This saved valuable time and helped reduce stress for both passengers and colleagues.
One memorable moment occurred when I spent extra time helping a family who were anxious about their cancelled flight. By remaining calm and finding practical solutions, I was able to reassure them and guide them through the rebooking process. As a gesture of appreciation, several passengers and colleagues later offered chocolates, which I happily shared with the entire team. Small moments like these highlight the human side of aviation and show how teamwork and kindness can make a difficult day much easier.
Another important lesson I learned concerns communication. At the beginning of my career, I often wished passengers “Have a safe flight.” Although well intentioned, this expression can sometimes make anxious travellers think about potential risks. Today, I prefer saying “Enjoy your flight” or “Have a nice flight.” This small change demonstrates how carefully chosen words can positively influence a passenger’s experience.
Working at Aviapartner has taught me that technical knowledge, adaptability, and multilingual communication are just as important as operational skills. The Air Canada certification strengthened my expertise and prepared me to contribute confidently, even during challenging situations, while always keeping passengers at the centre of the service.