About this role
Job Summary
The Passenger Services Agent provides efficient and customer-focused check-in, boarding, and arrival services for airline passengers in compliance with airport, airline, and IATA regulations. The role ensures accurate passenger documentation, smooth flight handling, and a positive travel experience while maintaining the highest standards of safety, security, and service excellence.
- Job Responsibilities 1 Carry out passenger check-in, boarding, and arrival services in accordance with airline procedures and flight schedules.
- Verify travel documents, visas, and identification to ensure regulatory compliance and security standards are met.
- Handle baggage acceptance, tagging, and excess-baggage procedures, ensuring accuracy in weight and destination.
- Provide assistance to passengers with special needs, including PRMs, unaccompanied minors, and VIPs.
- Operate Departure Control System (DCS) for check-in, seat allocation, and flight status updates.
- Conduct boarding gate procedures, ensuring proper passenger flow, announcements, and verification prior to departure.
- Coordinate with airline representatives, security, immigration, and ground operations for timely aircraft turnaround.
- Manage flight disruptions or delays professionally, offering rebooking, communication, and customer support as per airline policy.
- Maintain compliance with Safety Management System (SMS) and Quality Management System (QMS) requirements.
- Handle lost, mishandled, or delayed baggage reports and assist in resolving passenger complaints courteously.
- Ensure the check-in counters and gate areas are orderly, equipped, and operationally ready.
- Job Responsibilities 2 Additional Responsibilities 3 Job Knowledge & Skills Knowledge of airport terminal operations, IATA/ICAO standards, and airline policies.
- Proficient in DCS and reservation systems.
- Strong customer service and communication skills.
- Ability to work in a fast-paced, multi-flight environment.
- Attention to detail and adherence to security procedures.
- Job Experience Minimum 2–4 years of experience in passenger handling within airline or ground handling operations.
- Knowledge of airport safety and security procedures required.
- Competencies Agility AI Fluency Passenger Check-in and Boarding Operations L2 Passenger Flow Management L2 Airport Systems Operations L2 Airport Risk & Compliance Oversight L2 Port / Cargo / Guest Interface L2 Leadership_321977503 Quality_321977507 Resilience Education High School Diploma in any related field or any Related Technical Certificates