Where Journeys Begin

Ticket Please!

[senecalauren]

Memorable Moments at the Airport Kiosk

In August, I had to go to the airport almost every day. What impressed me the most was a handsome young man who, when we asked him if he had received his baggage receipt, started crying and couldn’t speak. So, we helped him get the baggage receipt to prevent him from crying even more. Although I really wanted to give him a comforting hug, since we were working, we could only comfort him and do our best to help.

Also, there was a group of young foreigners who kept saying thank you. I could only tell them that it was my job, but I still appreciated their politeness.

All of these passengers were people I met while assisting at the kiosk machines. I noticed that when working at the kiosk, there tends to be more interaction with passengers.

[senecalauren]

Flight Delay and Cancellation on July 14

Today, I was stationed at the kiosk area. However, none of the self-service machines were working due to last night’s flight cancellation and today’s flight delay. As a result, passengers from both flights had to check in manually today.

This meant we needed to make sure that passengers were checking in at the correct time and for the correct flight. The weather-related disruptions gave me a firsthand experience of how such situations can impact airport operations.

In response, we simply did our best to guide and assist passengers as smoothly and clearly as possible.

Today, I was stationed at the kiosk area. However, none of the self-service machines were working due to last night’s flight cancellation and today’s flight delay. As a result, passengers from both flights had to check in manually today.

This meant we needed to make sure that passengers were checking in at the correct time and for the correct flight. The weather-related disruptions gave me a firsthand experience of how such situations can impact airport operations.

In response, we simply did our best to guide and assist passengers as smoothly and clearly as possible.

[senecalauren]

july 14

Today was just like any other day — lots of passengers as usual. I came across a cute and mischievous Japanese family: mom, dad, and a teenage boy who looked like he was in high school. When I told them to stick the printed baggage tag on the back of their boarding pass, the boy pretended like he was going to throw it away. At first, I thought he didn’t understand me, and I was about to use every single word of Japanese I know! But then I realized he was just being playful. I couldn’t help but feel both helpless and amused, so I just gave him a look to let him know I caught on.

Sometimes we get passengers who don’t understand any English at all, and that’s when things get extra challenging. If they speak Mandarin or Cantonese, it’s usually manageable because many of our team members speak both. But when passengers only speak their own native language, we kind of have to act like babysitters and guide them through every step of the way. That way, we can take some of the pressure off the check-in counter staff. For example, when passengers show us their digital boarding passes, we help lead them to business class or assist them at the counters based on what their pass says.

[senecalauren]

July 7 Today I met a new friend. 

There weren’t that many passengers, but for some reason I just didn’t feel like working—haha, I just wasn’t in the mood. Both of my friends already got their RAICs, and I’m so jealous because I’m still stuck waiting for my documents from my hometown to be translated.

[senecalauren]

june 29

Something funny happened during today’s shift: when the passenger printed her boarding pass, she forgot her suitcase. She hadn’t even arrived at her destination yet and had already forgotten her luggage—what will happen when she actually boards the plane?

And today was so busy that our faces looked completely exhausted.

[senecalauren]

JUNE 9

Today, while working at the SSBD, I encountered a couple carrying six large bags. It looked like it would be difficult to handle, but fortunately, the flight wasn’t too busy today, so the full-time staff had enough manpower to assist. All of their luggage had to go to the oversize counter. Thankfully, everything was handled smoothly in the end.

After work today, I stopped by a classmate’s restaurant and got a free dessert—haha! It was a beautiful day. Even though after our internship we all have to head straight to other part-time jobs to make a living, which is pretty exhausting, at least we students have each other’s support.

[senecalauren]

JUNE 8

Today, I had a passenger whose luggage was large, numerous, and very heavy. Since I was working at the KIOSK, I was a little worried about my colleague at the SSBD (Self-Service Bag Drop). Fortunately, when everything was done, he said everything was OK.

[senecalauren]

MAY 31

Today, I met a passenger from my hometown. When she heard me speaking Chinese, she immediately felt a sense of familiarity and looked so relieved, as if she had found a lifeline. That made me feel especially honored and fortunate to be able to help her. It’s incredibly rewarding when I can use my skills and experience to assist others.

In that moment, I felt that my efforts were being recognized by others.

It feels so good to be recognized and relied upon.

[senecalauren]

Day Four – Queue Ambassador

This was my first time working as a Queue Ambassador, so whenever I saw passengers at the kiosk holding their bag tags and looking at me, I just couldn't help but go over and assist them. It was almost a habit from doing the kiosk role before.

But during this shift, I came to realize how important the Queue Ambassador position actually is. Even though it doesn’t seem like a very noticeable role, it's essential because I need to guide passengers on where to line up and which counter to go to. This is one of the most important steps in the whole process. Sometimes, the roles that seem the least obvious are actually the most crucial.

[senecalauren]

Day Three – Kiosk – Classmates Reunion

I met a lot of my classmates today, and something funny happened with one of them. She mixed up her shifts—her night shift was supposed to start at 6:30 PM, but she showed up at 10:30 PM! When we were taking the briefing, she wanted to go home. She was so cute.

There were many passengers on this shift, and they were flying with different airlines. I really wanted to help them all, especially when some of them gave me the most pitiful looks while using the kiosk.I did my best to patiently assist each passenger, explaining the process clearly and calmly. It felt rewarding to see them leave with smiles. Working alongside my classmates made the experience even better, as we supported each other through the busy moments.

[senecalauren]

Finally Met Friends on My Second Shift!!

On this shift, I worked at the SSBD (Self-Service Bag Drop). Luckily, there weren’t many passengers that day, so it felt more relaxed and even a bit funny compared to working at the kiosk. However, a senior Seneca student who was training me said, “When there are many passengers, you wouldn’t say that!” — haha!

The happiest part was meeting my friend during the shift. At that moment, even though there were many passengers, I still felt happy because my friend was there. We were “fighting” through it together — that’s the power of teamwork!

[senecalauren]

May 25 was my first day at the airport kiosk.

25th May: 5K / 26th May: 5S / 27th May: 5K / 29th May: 1Q / 31st May: 5S

Originally, one student was supposed to work with me on my first shift today. However, she sent a message in the group chat last night saying she was sick, so I ended up working the shift alone.

Luckily, I was assigned to the kiosk today, which made things a bit easier. Even though I was the only student there, the senior staff were incredibly kind and supportive. I’m really grateful for their help! After chatting with them, I found out that about 80% of them graduated from the FSO program at Seneca College—just like me!

During my first time using the kiosk, I was fortunate to meet many kind and friendly passengers. A lot of them were pleasantly surprised when they found out I could speak Mandarin. They told me it made them feel more comfortable and welcomed. Some even preferred to come to me for assistance, which made me really happy. It was such a great feeling to know I could help others and make their travel experience a little easier.

Since the other student didn’t show up and they had to wait for someone to fill the spot, I ended up getting scheduled for the whole week. It was intense, but exciting!

[senecalauren]

May 24 was my orientation day, and it was a one-on-one session, so I felt quite nervous. I woke up really early because I needed to arrive at Terminal 3 of the airport by 4:30 PM. Since it was my first day, I left home around 1:30 PM, thinking I should get there at least one or two hours early.

Unfortunately, I ran into a TTC shutdown. After taking the bus for almost two hours, I still couldn’t reach the terminal. In the end, I had to call an Uber, which cost me 35 dollars.

Because it was a one-on-one session, whenever the instructor tested me on something, it was super obvious—I couldn’t just blend into the crowd, haha!

[senecalauren]

Cathay Internship Taking Off ✈️ — Orientation Day is Set!

Finally got the email I’ve been waiting for — my orientation day at Cathay Pacific is confirmed! 🥹 Even though it’s two weeks later than the other interns, I’m super excited (and just a little nervous) to officially begin my journey as a Customer Services Ambassador on May 24th.

It feels like the real challenge is about to start, and I can’t wait to see what I’ll learn at the airport. Let’s gooo! 💪✈️