At your service

LIZ OKOMBA is a service delivery manager at Virgin Atlantic. She talks to MATILDA NZIOKI about her career

What does our job entail?

I manage all operational and customer service aspects of the aircraft when it’s on ground up to the time it takes off. This includes coordinating unloading of the aircraft when it arrives, cleaning, catering, fuelling, loading again and also making sure that all the passengers are satisfied and ready for takeoff, before handing them over to the crew.

I have to make sure that all this is done with safety and security at the back of my mind and within a short turn-around which is usually two hours. As we sell a service that has strict time limits, the flight has to depart on time.

LIZ OKOMBA

There is also some administration work like doing reports and also some last minute ticket sales say if a passenger wants to upgrade their seat from one class to another.

I make decison according to the guidelines. Handling aircrafts is very sensitive; one small mistake can turn tragic so you have to be able to follow procedures. We always say an on-time performance is secondary to safety and security.

How did you end up where you are?

When I completed my degree at United States International University (USIU), I got employed by a ground handling company known as Swissport. A ground handling company assists in check in and does all the ground work for airlines. I started as a Customer Service agent, in 2002 and rose through the ranks to become a station manager for Swiss International airlines. When Virgin Atlantic came into the Kenyan market in 2007, I joined as a service delivery manager.

What did you want to be when you were growing up?

I wanted to be a lawyer. Usually many young people are exposed to few job choices like lawyers, doctors, nurses, engineers, and few others. I didn’t manage to follow that career path. I got to the airport by accident, I’d say. After completing my degree, I was applying for jobs just the way many people do and I got my first job at Swissport. I actually thought it was a cargo company but I later learned all these aspects of the airline industry that very few know about.

Many of my neighbours think I’m a flight attendant simply because I work for an airline company and wear uniform. At Virgin, all ladies in the office wear Virgin Atlantic uniform. We are few, and it helps to put the brand out there.

What part do you like most about your job?

I have been privileged to meet many people and some are huge Hollywood stars that I’m not at liberty to mention because we have data protection laws.

I also get to travel a lot. My employer gives us tickets on subsidised rates for employees and their family so they can travel to several destinations that Virgin Atlantic goes to like Miami, Las Vegas and the Caribbean islands among others.

I love the challenge of doing something different everyday. I’m used to being on my feet, I don’t know if I can handle a job where I have to be seated in the office from eight to five.

Any memorable incidents you have experienced?

Of course the exciting moments of meeting people we only see on TV and also the satisfaction of coming to the rescue of someone in need. I remember recently there was an elderly lady who was stranded because she came late from Arusha when our flight had already departed and had to wait for one that was going the next day. Together with my colleagues we contributed to buy her something to eat. You can also find someone going for funeral and they start crying and you are the only one there to give them a shoulder to cry one, some have birthdays and as a team you sing them ‘happy birthday’. Those are some things that may not mean much to one but make a big difference to a customer.

What’s the most challenging aspect of your job?

Everyday is a different experience. I could have gone to work planning to leave at a particular time then something goes wrong and I end up staying five extra hours. There could be a technical hitch and I have to take care of close to 250 passengers by organising where they will stay until we can make alternative arrangements or until it is sorted out.

Any issue that a passenger may be going though is also referred to me. You may find a passenger with excess luggage or another is unruly and it’s my job to calm them down and make sure they travel in comfortably.