About this role
Job Summary The Lost & Found Agent handles all mishandled, delayed, and damaged baggage cases arising from ground handling operations, ensuring timely tracing, recovery, and delivery of passenger baggage in compliance with airline procedures, IATA regulations, and airport safety standards. The role focuses exclusively on airline-related baggage handling and provides prompt, accurate, and empathetic support to passengers affected by baggage irregularities. Job Responsibilities 1 Receive and process mishandled, delayed, or damaged baggage reports from arriving and departing flights. Enter and update baggage information using airline tracing systems. Coordinate with baggage make-up, breakdown, and ramp teams to locate and expedite delayed baggage. Liaise with airline representatives and other airports to trace and confirm the movement of missing baggage. Arrange and monitor baggage delivery to passengers once located, ensuring documentation and verification. Record and track damage reports, coordinating with airlines for compensation or repair procedures. Maintain accurate baggage inventory logs, including found, unclaimed, or forwarded baggage. Prepare daily irregularity reports (AHL, OHD, DPR) and ensure follow-up until case closure. Ensure all handling, storage, and transport of baggage comply with safety and security regulations. Provide courteous and professional assistance to passengers, maintaining airline service standards. Report discrepancies, safety hazards, or operational delays to the Baggage Services Supervisor immediately. Job Responsibilities 2 Additional Responsibilities 3 Job Knowledge & Skills Strong knowledge of IATA baggage handling and tracing procedures. Familiar with airline-specific baggage tracking systems. Good understanding of ground handling and baggage flow processes. Excellent communication and customer service skills. ERP knowledge, preferably SAP functional skills, are a requirement to be successful in this role. Job Experience Minimum 2–4 years of experience in baggage services or ground handling operations. Competencies Agility Records Management L1 Safety Policies and Procedures L1 Baggage Handling L1 Customer Engagement and Service Excellence L1 Incident Investigation L1 AI Fluency Leadership_321977503 Quality_321977507 Resilience Education Professional Qualification