Job Purpose

The Passenger Handling Services Operator is responsible for delivering safe, efficient, and customer-focused passenger services at the airport, ensuring smooth passenger flow and compliance with aviation security, safety, and service standards.

Key Responsibilities

Passenger Services

• Provide check-in, boarding, arrival, and transfer services to passengers in accordance with airline and airport procedures.

• Assist passengers with travel documentation, baggage processing, and boarding requirements.

• Deliver high-quality customer service and handle passenger inquiries, complaints, and special requests professionally.

Operational Support

• Ensure timely and accurate passenger processing to meet flight schedules.

• Coordinate with airline staff, security, immigration, and ground handling teams.

• Assist with flight disruptions, delays, cancellations, and re-accommodation of passengers.

Special Assistance

• Support passengers with reduced mobility (PRM), unaccompanied minors, elderly passengers, and VIPs.

• Ensure compliance with safety and accessibility procedures for special service passengers.

Safety & Compliance

• Follow airport safety, security, and quality procedures at all times.

• Comply with aviation regulations, airport rules, and airline service standards.

• Report safety hazards, security concerns, and operational irregularities promptly.

Documentation & Systems

• Accurately use passenger handling systems (DCS, check-in systems, boarding scanners).

• Ensure correct documentation, baggage tags, and flight information are processed.

Qualifications & Experience

• High school diploma or equivalent (diploma in aviation or customer service is an advantage).

• Previous experience in airport passenger services, ground handling, or customer service preferred.

• Knowledge of airline check-in and boarding procedures is an advantage.

• Ability to work shifts, including nights, weekends, and public holidays.