Employee profiles

The first encounter passengers have with Transat when they get to the airport is Allana Haines’ responsibility, and she takes that very seriously. But always with a smile.

As Airport Supervisor for Transat at 10 airports in Ontario and eastern Canada, Allana hires representatives and trains them to deal with departing passengers’ needs, be they simple or complex. She finds a positive approach yields the best results. “Under stressful conditions, you must find ways to defuse the situation,” Allana says. “The key is problem solving. You feel good when a passenger walks away satisfied.”

Toronto-born Allana started her career in travel at the age of 24 as a tour operator, and then started with Transat in 1993. She is based in Toronto, but travels frequently. Besides loving her job “because it changes everyday,” Allana is looking forward to celebrating her 50th birthday on a trip with her husband to Switzerland this year.

The people she deals with everyday at her job are what drive her. The range of challenges facing her and her team can be wide-ranging, to say the least. Passengers may not have the correct documents, may have been overbooked on a flight or may have to be contacted in a foreign country ahead of their departure for “a rescue flight.” This happened with passengers in Cuba during Hurricane Gustav this year.

“Solving such problems can be rough, but it’s got to be done”, Allana says, and each time her colleagues do it; another layer of accomplishment wraps itself around them. “We’re out here at the airport almost on our own so we look out for each other.”  This encourages and promotes teamwork, essential within the airport community.