Passenger Check-in Agent

Job Description

Reports to:                    Passenger check-in Supervisor

Department:                  Ground Operations 

Job Summary:

The Passenger check-in Agent shall assist in managing all matters relating to customer service and smooth movement of the airline customer while at the airport and communicate effectively.

Key accountabilities /responsibilities:

• Ensure a safe work environment by following rules and regulations regarding the work place.
• Check-in passengers at ticket counters/gates and hands out boarding passes for outgoing flights.
• Check-in passenger’s baggage and tag them to appropriate destination.
• Coordinate ticket counter activities with those on the ramp regarding baggage handling to ensure that all bags are loaded on the outgoing flight.
• Handle customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights).
• Make announcements regarding flight activity at gate or over airport’s general public-address system.
• Answer customer inquiries regarding flight schedules, fares, space availability and other questions that may arise.
• Communicate with flight crew on ground and via ground-to-air radio.
• Coordinate with other Airport suppliers regarding specific flight information (i.e. fueling, catering, etc.)
• Responsible for sending all departure and arrival flight movement messages. 

Qualifications (knowledge, skills, experience): 

• University graduate or relevant Higher Diploma with experience in an all-round airport handling operation with relevant experience in Passenger services.
• At least 1 – 2 years’ relevant experience in a similar role with a reputable airline or reputable ground handling company.
• Good working knowledge of all Passenger Services functions, the airline industry and key customer
• Good working knowledge of statutory and procedural obligations of the business including health and safety, employment and security issues

Key Competencies:

• Good report writing skills.
• Customer-focused and hospitable.
• Attention to detail and quality.
• Excellent communication and interpersonal skills.
• Confident, decisive and proactive.
• Excellent communication skills
• Self-­motivated
• Customer centric

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