As part of our “Expert voice” series, we highlight the career of Carina Gomes E Moura, a ground handling agent with the Europe Handling Group, based at Paris-Charles de Gaulle airport.
She joined GEH on 1 October 2006, and for almost twenty years has embodied the values of proximity and attention to passengers. On the front line of the passenger journey, she handles check-in, boarding and assistance with professionalism and kindness.
” Sometimes we’re the first smile a passenger sees. This human contact is what motivates me every day.
A rich and varied daily life
” Every day brings its share of unexpected situations. The most important thing is to know how to remain calm and provide passengers with the best possible support. A simple gesture, like a smile or listening attentively, can transform the experience of a sometimes stressed passenger.
Evolution of the profession
” With the arrival of new technologies, the profession has evolved: more automatic terminals, more digitalisation. But even with modern tools, passengers are still looking for the human touch. Our role remains essential.
A tip for the next generation
” For young people who want to go into this profession, I recommend developing patience and good interpersonal skills: smiling and listening are our best assets.
A school of diversity
” Working at a stopover also means learning from others every day. Different cultures, profiles and expectations: this diversity is a constant source of personal and professional enrichment.