Auckland Airport is delighted to have its much-loved ‘bluecoats’ customer service ambassadors back on-hand offering support and care to travellers around the airport.
The ambassador programme was put on hold in March 2020 when New Zealand’s borders closed at the start of the Covid-19 pandemic.
But with international travel now back-to-normal and the airport’s frontline customer service roles fully staffed, the volunteer roles are being reinstated.
“Our bluecoats are treasured members of the airport community who help with almost any issue from directions to lost toys,” says Auckland Airport chief operations officer Chloe Surridge.
“Many have long-standing links to the airport as retired staff of ours or our agency partners and bring a wealth of aviation experience that makes for a special welcome or farewell to our travellers.”
Last month 23 customer service ambassadors returned to Auckland Airport after a three-year hiatus during the pandemic, with more expected to return in the new year.
Identified by their distinctive blue coats, the ambassadors can be found at six help desks across the domestic and international terminals.
“Just as we have missed having the bluecoats around the airport, we know many have missed the activity in our busy and buzzing terminals,” Surridge says.
“Auckland Airport has been on a recruitment drive to get our frontline team ready for the summer peak.
“We also have a flexible workforce coming on board for support during school holidays and other peak travel periods.
“Our bluecoats complement our frontline teams, and we are lucky to have these wonderful volunteers helping our customers in their journeys.”
Auckland Airport’s volunteer programme began in 1995.
Returning Bluecoat Paul Wong of Half Moon Bay is also happy to be back amongst the buzz of the airport.
“I travelled during the Covid-19 pandemic and saw the airport at its quietest during that time. It’s great to see it has sprung back into life and I’m loving seeing people arriving from all over the world once again,” says Wong.
His 25-year career with Bendon as a production manager quality assurance manager made him a frequent flyer and familiar with the airport experience, which means he appreciates some of the concerns or worries international travellers can experience upon arrival.
He likes to be able to greet anyone who may look anxious with a smile and tackle any problems they face with a positive attitude.
Mostly those range from how to get from A to B, connecting with transport or help with lost items.
“They appreciate that even if you can’t solve an issue they may have, we can point them in the right direction and there’s relief they have somewhere to go and someone who cares,” says Wong.
His favourite part of the role is making sure people are welcomed into the country and receive a good impression.
Being part of the ambassador programme means a lot to him personally.
“It keeps me in touch with people. I’m retired, but I can still be active in the community.”
