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Attitude TICKETING A: Queuing Time B: Performance C: Attitude GROUND SERVICE A: Checkin B: Lounge C: Boarding D: Arrival INFLIGHT SERVICE A: Predeparture B: Wele Service C: Meal Service D: After Meal Service E: Descent F: Deplaning G: Appearance/Attitude/Performance Findings and Solutions ? Reservation staff did not give plete information as stated in SOP. ? Checkin staff did not provide information to Fast Track and Lounge access. ? Lounge staff did not offer helps either in storing luggage, jackets or introduce facilities in the lounge, . spa, Thai traditional massage in THAI Spa Lounge, meeting rooms, kid zone, etc. ? Passenger Service staff did not greet customers with a smile upon invitation to boarding and failed to bid farewell. ? Gate staff did not greet customers with smiles upon boarding and arrival service. ? Inflight managers or pursers did not introduce themselves to FC customers onboard the flights. ? Cabin staff did not extend thanks to customers individually and did not get passengers’ ments/suggestions regarding meals or services. 1395 . 8475 . 4489 . 3683 . 9490 . 7581 . 9490 . 0160807555859