Job Purpose

The Passenger Service Agent is responsible for providing high-quality customer service to passengers throughout their airport journey, ensuring safe, efficient, and compliant passenger processing in line with airline, airport, and aviation regulatory standards.

Key Responsibilities

Passenger Services

• Assist passengers with check-in, boarding, arrivals, and transfers.

• Verify travel documents, issue boarding passes, and process baggage.

• Provide accurate flight information and respond to passenger inquiries.

• Handle special service requests including PRM, unaccompanied minors, elderly passengers, and VIPs.

Customer Experience

• Deliver courteous, professional, and efficient service at all times.

• Resolve passenger issues, complaints, and disruptions calmly and effectively.

• Support passengers during delays, cancellations, and irregular operations.

Operational Support

• Ensure flights are processed on time and in accordance with airline procedures.

• Coordinate with security, immigration, ground handling, and flight crews.

• Use airline and airport systems (DCS, check-in, boarding systems) accurately.

Safety, Security & Compliance

• Adhere to airport safety, security, and quality procedures.

• Comply with aviation regulations, airline policies, and service standards.

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