Operations
Name two standard services that Airspace offers
Ground & Next Flight Out
What does an Operations Admin do?
Admins manage our email inbox and are communicating with our agents and clients
Name the 5 domestic airlines Airspace commonly uses for next flight out and the two letter codes for each airline
+50 extra bonus points if you can name the 6th airline that isn't as commonly used
Alaska Airlines (AS)
American Airlines (AA)
Delta Airlines (DL)
United Airlines (UA)
Southwest Airlines (WN)
Bonus: Hawaiian (HA)
What is an Airspace QR Code/Label is and how it is utilized
A document that can be printed and affixed to a shipment that has details of contents. Commanders can scan in the labels to verify correct shipment is being picked up
What does SOP stand for and why is it important to follow?
Standard
Operating
Procedure
SOPs communicate the correct way of carrying out a task or procedure specific to the client and provide consistency, reduction of errors, and overall communication
What are the differences between a commander and an agent?
Identify at least two pros and cons of each
Commander is an independently contracted driver for Airspace
Pros: Direct communication, real time app updates, GPS tracking, cost efficient
Cons: Not always available, coverage in some markets can be limited, no coverage in some markets, limited to sedans and vans
Agent is a third-party courier company (some are nationwide, some are mom & pop) that is outsourced to cover orders for Airspace
Pros: Coverage in markets where Airspace does not have a commander network, all types of vehicles, 24/7 availability (depending on their coverage)
Cons: No app use, no GPS tracking, communication is via email or phone calls, expensive
What are our Dispatchers responsible for?
Reviewing requests on the dispatch_team Slack channel and securing coverage for any order submitted
What are the two documents that our commanders need to always carry and when are they used?
IAC - When tendering a shipment via NFO, always required
ID Check - Only if required after running KSMS
A commander picks up a shipment and uploads pictures of it. What are your steps in confirming they have the correct piece?
- Review the references or pick up instructions provided in the order
- If pictures verify the correct piece has been picked up, notate in order how you verified the shipment and mark task complete
How do you submit a dispatch request?
Open up the dispatch_team slack channel
Click the + button and select the type of request being submitted
Fill out the required fields
Name and identify Airspace’s three proprietary platforms that are built in house and what each one is used for
CFW (Customer Facing Website) - An online portal for our client's to create, track, and monitor all orders
Dashboard - Portal for Operations to manage all orders
Driver App - Commander mobile app available on iOS and Android devices to complete orders
What are the responsibilities of the De-Escalation Desk and how do you get them involved?
A team dedicated to working on orders that have been escalated for the following reasons:
Failure to load
Missing or no show AWB
Customer complaint
What is the general lock out/tender & recovery time for an NFO using standard priority levels of service?
1 hour before flight departure and 1 hour after flight arrival
A Quest STAT order has been picked up by a commander. The shipment was scanned in per the digest. What are your steps to verify it was the correct piece?
Call the commander to verify the patient name and temperature verbally. Notate the order and then mark task complete
Identify the different types of delivery times that could be inside of an order
Hint: They are 3 letter acronyms
QDT - Quoted Delivery Time
PDT - Predicted Delivery Time
UDT - Updated Delivery Time
You come across a problem and do not know how to proceed. Identify what you need to do
Reach out to the supervisor on duty
Identify and name at least (2) Ops Supervisors, (2) Gen Operations Managers, the Director of Operations, and our Chief Operating Officer?
+100 bonus points if you can identify (1) non-Gen Ops Managers
Soups:
Garrett Leathers, Daniel Ruiz, Jordan Almirol, Juan Perez, Gus Gonzales, Brandie Lovato, Andrea Brown, Dana Leyden, Errol Nieves, Lauren Wilson, Montey Hankerson
Gen Ops Managers:
Jeremy Tackett, Vincent Gambino, Jessica Marshall, Nicholas Morrison
Director of Ops: Sarah Zuege
Chief Operating Officer: Ben Kozy
Non Gen Ops Managers:
Mary Knowles - MCP, Spencer Littlefield - Freight, Me - Trainer
Identify each airline by the three number prefix
001
006
016
027
526
001 - American
006 - Delta
016 - United
027 - Alaska
526 - Southwest
What is FlexID and what special steps are required from the commander on the app and Ops on Dashboard?
A special work-flow that a customer has assigned. The client will provide unique reference numbers which will prompt our commanders to confirm. Once photos are uploaded, pictures will be required to verify by Operations
You are manually dispatching an order in a market with commander coverage. You've called 3 commanders and they all said no or did not pick up. What is your next step?
+200 bonus points if you can identify every step after this
Send a text blast
Bonus points:
- If text blast is unsuccessful, move to calling all primary agents and a back up agent.
- Review the rest of the agents in the market or pull up Veroot to locate agents out of our network
What are the 5 Airspace Core Values?
Impact - We are determined to have a positive influence on our environment, our customers, our industry, and our world
Innovation - We never settle and are always striving to improve our product, our service, and ourselves
One Team - We believe we all accomplish more when we are working together
Passion - We care deeply about our mission and are not afraid to raise the bar
Transparency - We pride ourselves on having open, honest, and sincere communication with our team and our customers
Identify ALL the specialized teams in Operations and what they do
MCP - routed medical routes
Freight - imports/exports, heavyweight goods
International - outside of the U.S
FDX SDC - FedEx support
Name the Priority Levels of service Airspace uses for small parcel on the 5 domestic airlines
+100 bonus points if you can also identify the heightened service levels
AS - Goldstreak / No heightened
AA - PPS (Priority Parcel Service) / Medevac
DL - Dash / Dash Critical
UA - Quick Pak / Lifeguard
WN - NFG (Next Flight Guaranteed) / No heightened
You are down-boarding and come across an order with a task "CONFIRM PICKUP" with a commander assigned. The commander has updated their status as "EN ROUTE TO DELIVERY." You review the digest and see "Package Code Entered." Identify all steps required to action this order
Check to see if the commander took any photos of the shipment.
If there are no photos, call the commander and verify the references verbally.
Provide 5 different types of assessorials that can be inside of an order and what each one is utilized for
Add stop / Print Docs
Attempt
Pick & Hold
Commander Incentive
Tolls
Parking
Dry Ice