| Doomo arigato gozaimasu! |
| |
 |
Enyl,
who speaks Japanese, helped a
passenger who
was ill. |
|
|
|
| |
Ms Enyl Auditor Vicera
has been an Agency Customer Service Officer at the
Civil Aviation Authority of Singapore (CAAS) for
about a year.
Before joining CAAS, she was working in the hospitality
line in the Philippines and Singapore. For her work
at Changi Airport, she has been commended for being
a “cheerful, friendly, reliable and independent
worker who displays patience and understanding when
dealing with passengers’ problems”.
Enyl finds her work both challenging and satisfying
as she gets to meet all sorts of people. “So
far, I have met very, very nice passengers as well
as very, very difficult, demanding ones,”
she said.
One case that will be remembered for a long time
by Enyl and her own family was one that involved
helping a Japanese traveller last year. It also
earned her an Outstanding Service Provider Award
(Gold) from CAAS.
Last August, Enyl was called upon by the Duty Terminal
Manager to assist as a translator for a Japanese
passenger and a doctor at the Raffles Medical Centre.
The passenger, Ms Tomita, was running a fever and
felt dizzy. The doctor advised her against taking
the flight and recommended staying an additional
day in Singapore.
Enyl helped Ms Tomita to postpone her flight and
brought her and one of her travel companions to
the airport’s Transit Hotel to stay the night,
while her other tour companions continued with their
flight to Male.
The next evening, Ms Tomita called Enyl to say that
she still felt too ill to travel. She also wanted
to get medical help from a Japanese doctor as she
felt more comfortable with someone who could speak
Japanese. Enyl checked and found out that Raffles
Hospital has a Japanese-speaking staff.
Enyl also noted that Ms Tomita was feeling a little
sad and alone as by now, all her travel companions
had left Singapore. So Enyl offered her mobile phone
number to her.
After her hospital appointment, Ms Tomita did indeed
call Enyl and asked if she could stay at her place
for the time being as she had run out of money after
her airport hotel stay and medical expenses.
Enyl hardly hesitated to say yes and, because she
was still on duty at the airport, quickly enlisted
the help of her family members to prepare a guest
room and receive Ms Tomita at their home. During
her stay with Enyl, Ms Tomita called her family
in Japan to tell them that she was calling off her
holiday tour and returning home.
The next day, Enyl persuaded the airline to allow
Ms Tomita to change her ticketing plan and fly back
to Osaka due to unexpected circumstances. She also
helped Ms Tomita to check in her flight that day.
The grateful passenger later wrote in a compliment
for Enyl.
Was Enyl surprised that a stranger from another
country had opened up to her like a friend and sought
her help? Enyl said that she was initially surprised,
but on looking back, she realised that Ms Tomita
had got along so well with her because she could
speak Japanese in the style that she was familiar
with.
“I previously lived and worked in Japan for
about 10 years and speak the kind of Japanese you
hear spoken in the Osaka-Kansai area,” explained
Enyl.
As for her family having an unexpected house guest,
Enyl said it was not a problem at all. “We
are Filipinos. Entertaining guests is a natural
thing for us,” she said smilingly. |
| |
| |
By
CAAS
Next: Handling a delicate
situation with finesse |
