Airport customer service reps need to be ready for anything
From acting in engagement proposals to searching for cell phones in the worst places, Crystal Walpole has many stories from her 20 years of working at the Region of Waterloo International Airport.
“Every day is a new challenge to be conquered, and a new way to branch out and meet people in the community,” says Crystal, who works as a customer service representative. Crystal is the face you see when you walk into the airport and the go-to person if you’re lost or have questions about all things flight-related. “Essentially it’s my job to direct them in the right place and find out what they need.”
“I get to dabble in a little bit of their lives every day,” she says. “Hear about their stories and their adventures and their happy times, their sad times, unfortunately. But we get to make an impact and a difference in everybody’s daily lives.”
Hear from Crystal about what makes her YKF work exciting:
Top travel tips from a YKF staffer
Crystal can often be found helping hurried passengers make their flight on time. Her advice if you’re travelling? Show up early.
“It’s pretty common for people to show up late to the airport. Airlines have cut off times – 45 minutes for domestic flights and one hour for international flights. If you’re in that lineup and running late and you don’t get checked in on time, that flight isn’t going to wait for you,” she says. “Give yourself extra time. It’s worth it in the end, because if you buy a ticket that doesn’t allow for changes, it could be a costly mistake.”
Other advice she has for people travelling is:
- Don’t book flights with third parties, book directly with your airline
- Make sure all of your ID is valid and not expired
- Watch how much liquids you are bringing on board (for carry-on luggage, containers must hold less than 100 mL). This will save you time going through security screening
Lastly, she recommends avoiding baggage line ups by trying to travel with a carry on – you can fit a lot in. “Don’t pack all the extras – just go with the essentials.”
Visit the Region of Waterloo International Airport website for more tips on how to pack smart.
We hope you enjoyed meeting Crystal! The Region of Waterloo may be a large organization, but within it are thousands of people working to support their neighbours. This story is part of a “Here For You” series to introduce you to the many faces and roles at the Region who are working to deliver programs and services you rely on every day.
Follow the Region’s social media accounts (X, Facebook and Instagram) to meet more of these employees. You can even ask questions and get answers from these folks as we go!