Happily serving at FlyNamibia

Passenger handling agent at FlyNamibia, Anna-Liisa Silas matriculated at Rehoboth High School. She then completed computer courses at Bema College of Namibia.

Not only does she enjoy giving passengers a good experience at the FlyNamibia check-in, she loves to give them a happy feeling until the next touch point with the brand.

The passenger handling agent’s roles and responsibilities with FlyNamibia customers is inclusive of confirming who they are by checking their identification documentation against the passenger manifesto. To do this, you require effective computer skills, asking security compliance questions as per the law, allocating seats and giving out boarding cards and luggage labels.



Enhancing her knowledge

“FlyNamibia gave me the opportunities to develop the tools required for my designation, and helps me grow with the assistance of training programmes. The company helped me enhance my knowledge with continuous improvement of skills, not forgetting effective communication towards customers and how to work under pressure,” she said.

Conversations with passengers add a spark and happiness to her day while at work.

Looking back at the early days when she was starting her job at the company, Silas said she was very nervous. This is because she had no previous experience working in the aviation sector.

“It is more complex as it is an industry that requires accuracy, which is also vital for records of departure or arrival of flights."

Silas highlighted that front staff are the backbone of a brand because they interact directly with clients every day.

“You cannot allow someone else’s bad mood to influence your delivery of good customer service to do everything right,” she said.

Communication and self-control are characteristics that are vital as not all passengers are the same, she said. The need for consistency is required in delivering good customer service.

Silas added that FlyNamibia offers her motivation to be better tomorrow than she is today.

In her free time, she enjoys exploring Namibia and all it has to offer.