Louise Dane Caturan

I’m a Passenger Service Team Lead with over 3 years of experience in high-volume ground handling and team leadership. I manage end-to-end passenger flow—from check-in to aircraft departure—while driving strong On-Time Performance (OTP) and ensuring station safety standards and 100% adherence to airline Service Level Agreements (SLAs).

I lead daily operational command and quality assurance by supervising Passenger Service Agents, auditing KPIs, and running quarterly evaluations on punctuality, safety compliance, and service excellence. I also serve as an escalation point for complex passenger issues and irregular operations (IROPS), handling rebookings and logistics, and training new agents on specialized Departure Control Systems (DCS) and safety-critical documentation. To add technical versatility, I’m a Certified Manual Load Controller for ATR 42/72-600, strengthening my Weight & Balance capability alongside advanced DCS proficiency across Amadeus Altea, Navitaire GoNow, TravelSky, Videcom, and Amelia.