Agenti prodaje Mirjana Stojković, Adrijana Mitrović, tim lider Tamara Pavićević i agent prodaje Igor Stanojević Sales agents Mirjana Stojković, Adrijana Mitrović, team leader Tamara Pavićević and sales agent Igor Stanojević
I f you are embarking on a trip, whether you’re awaited in some faraway city by a busi- ness partner or a family member, or you’re heading o to discover new places and enjoy fantastic experiences, you want to ensure that your journey is enjoyable, and your ight turbulence free. However, no matter how much you’ve done everything as you should, it could still happen that you receive an email informing you about a delay to your ight that you don’t read, or that one of your planes in transit is late and you’re unable to arrive on time. Whatever happens to you that you didn’t plan at the beginning of your journey, there is a place at Nikola Tesla Airport where all problems are solved... quickly, e cient- ly and, perhaps most importantly, with a smile. Employees of Air Serbia’s branch o ce at Belgrade Airport – despite the increased volumes of tra c and the introduction of new routes this summer – have managed to meet all challenges and achieve even bet- ter results. Compared to the same period of last year, a 49 per cent increase was record- ed in sales of vouchers for the transportation of extra luggage between June and Oc- tober. A 22 per cent increase was also achieved in the segment of ight ticket issuance, while 14 employees are tasked with going out of their way to meet the many demands of passengers on the spot. And they do all of that 24 hours a day, in shifts, which some- times implies not going home at the end of working hours. Retail shop supervisor Mirjana Žigić tells us that all employees of the branch are prepared for various unexpected and challenging situations, even with spare cloth- ing and food. “Our days are unpredictable and interesting; every day is a new challenge and no day is like the previous one. We start the morning with an analysis of the previous day, conduct a brieng, and then we head out for new victories. Work and passengers are always a priority. That’s why it’s important that our team has an awareness that it be- longs to this place; that we all have a responsibility, because it is important for passen- gers to know that they can always count on us,”says Mirjana. Her team is composed of experienced people, who are ready to learn and improve, because services are constantly being advanced and technologies developed in trans- port and operations in all companies around the world, including Air Serbia, so employ- ees must always be up-to-date, ready and alert, in order to answer every question. And it’s not always easy to work with people ... “Of course, there are also challenging situations, and we are here – in addition to dealing with sales and the eliminating of potential irregularities – to assist with every passenger request, or to send them to the right address. The job is all the more challeng- ing when you have a slightly more demanding passenger and you are limited in terms of time. Experience is essential, along with familiarity with operations and procedures. We further analyse frequent cases in cooperation with professional services, with the aim of eliminating the causes of recurrences, which is why we cooperate actively with all services and their support is very important to us,”emphasises Mirjana. People as people, there are those who are kindly and grateful that they have a nice interlocutor on the other side of the counter who’s willing to help, and not a robot there on some service number, or those who easily exceed the limits of decency. “People ask all sorts; they seek an interlocutor, not wanting to communicate by phone or email, and then we come as the end point. People consider it easier and quick- er to explain themselves to a “live” interlocutor. They nd it di cult to accept the fact that the only way to send a complaint or claim is via the web portal. On the other hand, Oni nisu deo problema, oni su deo rešenja. Čak 24 sata dnevno, 14 zaposlenih u poslovnici na aerodromu na raspolaganju je svojim putnicima, spremno da strpljivo i ljubazno odgovori svim izazovima, što na tako prometnom mestu, sa povećanim brojem letova i putnika, nije uvek lako They are not part of the problem, they are part of the solution. No less than 24 hours a day, 14 employees at the airport branch o ce are available to their passengers, ready to respond patiently and courteously to all challenges, which is not always easy in such a busy place with an increased number of ights and passengers
Supervizorka Mirjana Žigić na čelu sjajnog tima
Supervisor Mirjana Žigić
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heads an excellent team
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