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Donato - People of Pearson

“I’m a Customer Sales and Service Agent for Air Canada working at the connections desk and I help customers who have missed their connecting flights. My job is essentially taking pieces of a travel plan puzzle and making them fit together again for our customers. 

I look at all of Air Canada’s flights coming into Pearson and determine if any are arriving late. If  customers on those late flights are going to miss a connection, then I am already proactively working to rebook them on the next available flight that day. If that isn’t possible, we will arrange hotel accommodations for re-booked flights the following day.  

Our goal is to make it as seamless and comfortable as possible. We’ll be at the gate when the plane lands so we can meet our customers right away and let them know what arrangements we’ve made for them. They are happy that someone is there to take care of them the moment they disembark the plane. That’s why I do this job. My favourite part of the day is making people happy. 

I’ve always been into aviation. My dad used to drive us to Montreal’s Dorval Airport every Sunday. We’d sit on a little picnic table right near the runways and I would just watch airplanes. I started in the industry in Montreal with Wardair in 1988, which merged with Canadian Airlines and eventually Air Canada. In 1996 I transferred from Montreal to Toronto and I’ve been here ever since. After 31 years, I still love getting up early in the morning and coming to work. I’ll be here until I retire. I wouldn’t do anything else.” 

- Donato, Customer Sales and Service Agent, Connections Desk, Air Canada 

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